Level 3 Diploma in Customer Service Specialist – Funded Standard


The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.
You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
A Customer service specialists work could include;
• Customer requests
• Complaints and queries
• Gather and analyse data and customer information
• Share knowledge with wider team
• Utilising digital technologies

Level 3 Certificate in customer service

This element of the programme is delivered within the college over the academic year with various starting points, the modules within the qualification are;

Mandatory Units

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Resolve customers’ problems
  • Principles of business
  • Manage personal and professional developmentOptional Units (selection)
  • Communicate with customers verbally
  • Manage the use of technology to improve customer service
  • Manage team performance
  • Collaborate with other departments
  • Employee rights and responsibilities

Competency portfolio construction (Skills and behaviour components): 

This element of the programme is delivered within apprentices’ workplace, and is a collaborative approach from employers and the college. This will enable all apprentices to demonstrate occupation competency and develop all required skills and professional behaviours.

Functional skills: 

Apprentices without Level 2 English and maths will need to achieve this level, prior to taking their end point assessment.

Typically this apprenticeship will take 15 months to complete.

  • Practical observation with Q&As
  • Work based project supported by an interview
  • Professional discussion supported by portfolio evidence