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Customer Service Level 3

Level 3 certificated apprenticeship in Customer Services.

Level 3 certificated apprenticeship in Customer Services.

This qualification is designed for learners in customer service roles of which there are many and could include: Customer Service Specialist, Customer Service Team Leader, Customer Service Executive. 
13 months
Assesment Methods: 
Ofsted: 'Good' Ofsted rating for Apprenticeships June 2023.
Program Delivery
Topics Covered
Program eligibility

Program Delivery

We work in partnership with you to ensure you are supported throughout the apprenticeship duration. For Apprentices:
  • Online Flexibility: Our programs are delivered online, providing you with the flexibility to learn at your own pace and schedule. This allows you to balance your professional commitments while upgrading your skills.
  • Personalised Support: Once a month, you'll have a virtual one-on-one session with an expert tutor and assessor. This personalised support ensures you fully understand the course material and are progressing effectively.
  • Real-World Application: The apprenticeship is designed to be immediately applicable to your job. So, you can implement what you've learned straight away, enhancing your effectiveness in your role.
  • Exclusive Memberships: Enrolling in our programs provides access to exclusive memberships in the field. This allows you to connect and network with like-minded leaders, enhancing your professional growth and opportunities.
  • Career Advancement: Our programs cater to different levels of management, offering you a clear pathway for career progression. Whether you're a team leader or a senior leader, our courses can help you advance in your career.
For Businesses/Employers:
  • Customised Training: We understand that every business has unique needs. That's why we tailor our training programs to align with your industry requirements and business objectives. This ensures that your employees are receiving relevant and applicable training.
  • Cost-Effective Solutions: We work with you to provide the most cost-effective training solutions. By exploring various funding options, we aim to deliver quality education without putting a strain on your budget.
  • Improved Productivity: By training your employees with us, you're investing in your organisation's productivity. Our courses help your employees become more efficient, effective, and capable leaders, positively impacting your bottom line.
  • Employee Retention: Offering our training programs to your staff demonstrates your commitment to their professional development, leading to increased job satisfaction and employee retention.
  • Business Growth: As your employees grow their leadership skills, your business will also experience growth. Better trained and more confident leaders can drive innovation, improve team performance, and contribute to overall business success.


Learners will benefit from access to exclusive tools and resources, ongoing personal support from experts in the field and masterclasses.   On completion of the Adult Apprenticeship, learners will receive: 
  • Level 3  Certificate in Customer Services Specialist, accredited by Training Qualifications UK (TQUK) 
This qualification is the equivalent to two A-Level passes.  Learners will benefit from access to exclusive tools and resources, ongoing personal support from experts in the field and masterclasses.   Career progression opportunities to go on to more senior leadership roles, these can include the Team Leader level 3 or Management Level 5. 

Topics Covered

  • Understand the Business Environment and Continuous Improvement
  • Understanding the Customer Journey
  • Understanding Customer Loyalty, Retention and Satisfaction
  • Understanding Personal Effectiveness in a Work Environment
  • Understand Effective Team Working
  • Understand how to support Challenging Customers

Program eligibility

List necessary qualifications or experience.  To complete an apprenticeship, you must be employed in an organisation with your employer's support. By undertaking an apprenticeship, you commit to completing the End Point Assessment (EPA).   The Customer Services Specialist Level 3 Apprenticeship typically requires: 
  • Working in a senior customer services role  
  • Hold a level 2 qualification 
  • GCSE grade C Maths and English, Level 1 or equivalent. 


Apprenticeships are paid for by employers, not apprentices. 
  • Employers with a payroll of more than £3 million can typically use their apprenticeship levy contributions to pay for places on apprenticeship programmes. 
  • Any business with a payroll below £3 million is usually eligible for government funding that will cover at least 95% of the cost of an apprenticeship course.  
Additional incentives are also available to employers based on differing circumstances.   Contact us to find out more... 

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'I learnt so much from this course.  I am now more confident in my new senior role supporting customers and dealing with issues and complaints'
Peter Senior Customer Service Support Officer