Customer Service Specialist


The role of a Customer Service Specialist is to deliver high quality products and services to the customers of their organisation. This qualification could be useful for roles such as: customer service manager; customer service executive; customer service team leader.

The Customer Service Specialist is a ‘professional’ for direct customer support within all sectors and organisation types. As an advocate of Customer Service, you will act as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

As a Customer Service Specialist, you will often be an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments

Level 3 Diploma in Customer Service

18 months

Assessed virtually

This qualification consists of mandatory units covering a range of topics. These include (but are not limited to):

  • Business knowledge & understanding
  • Customer service journey knowledge
  • Knowing your customers and their needs
  • Customer service culture
  • Business focused customer service delivery
  • Decision making
  • Ownership & responsibility

As well as the on-programme assessment there will be an End Point Assessment which will be carried out by an external independent assessor. This will include: 

  • A project
  • Observation of practice
  • A professional discussion

Interested in leading a team?

Level 3 Team Leader

The team leader/ supervisor apprenticeship is ideally suited for colleagues taking their first step into line management, or those with some experience of managing a team or project.

Next steps

If you are interested in applying or would like to enquire about the course, then please fill in the form below and someone will be in touch.