SB - Business & Tourism
SB - Business HE
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Business, Management and Tourism

School Leaver / 16 - 18 yr Old Adults Employers Apprenticeships

Customer Service Specialist Appenticeship Standard Level 3

A customer service specialist demonstrates professionalism towards customers and supports the organisation. They have a great deal of knowledge about the organisations products and /or services, and act as a point of contact to support customers and colleagues with complex requests, complaints and queries.

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Business & Tourism Careers

Get insights into where our courses can lead you. See example work tasks and find real job vacancies.

Travel agents


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Travel agency managers and proprietors


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Management consultants and business analysts


Potential Salary

  • Course Description

    Customer service specialists also analyse customer data, implement changes to improve services and are attentive to various digital technologies Roles include customer service specialist, customer service manager, customer service team leader, and customer service executive.

  • Entry Requirements

    CV to demonstrate current role Job description to confirm customer service role Commitment to dedicate 20% of programme time to off- the-job learning (further details of this on request) Prior agreement and commitment from line manager to support/mentor the apprentice Eligibility EU residency minimum 3 years Assessment of Maths and English skills

  • Course Length

    How long is this course?

    15 Months

    When does this course start?


    How many hours / days per week is this course?

    Attendance at a college campus may be necessary for Functional Skills assessments.

  • Additional Information

    How is my course assessed?

    The assessor will visit regularly to coach the apprentice and provide them with appropriate knowledge and guidance to ensure that skills and behaviours are being displayed and to ultimately prepare them for End Point Assessment. Regular progress meetings will take place with the employer to review progression against each aspect of the Customer Practitioner standard. Apprentices will attend workshops to develop their customer service theory which will be instrumental in providing the knowledge element of the standard. Apprentices may develop and maintain examples of their work throughout their apprenticeship that cover the full standard. This could be in the form of a portfolio. The On-Programme Assessment approach will be agreed between the assessor and employer. The assessment will give an ongoing indication of performance against the final outcomes defined in the standard. The assessor will prepare the apprentice for the End Point Assessment, which will include preparation for the interview and collation of the portfolio. Where the apprentice does not have evidence of Functional Skills at Level 1 or an equivalent in Maths and English then they will need to attend college Functional Skills hubs to achieve these prior to End Point Assessment. In addition the apprentice will sit exams for Maths and English at L2 prior to beginning the End Point Assessment. If there are a group of learners in one workplace then we may be able to negotiate the delivery of Functional Skills in the workplace.

Starting 06/09/2021



Duration 15 Months


Jessica Ding

Business and Administration Apprenticeship

Jess has demonstrated a mature and professional approach to her working life and her apprenticeship. Jess has impressed colleagues with her outstanding communication skills especially during their first meeting. Jess shows focus, the ability to time manage and a keen eye on her planned personal development.

Jess found a flair for training and presenting which led her into becoming a key member of the training team, regularly delivering great quality on the mandatory Hazard Awareness Courses. Jess contributed to her Diploma when attending the CWA workshops and showed great interest as she took part in group and individual exercises as well as contributing to all topics.

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