The main role of a customer service specialist is offering direct customer support within all sectors and organisation types, including in contact centres, webchat, etc.
You’re an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints or queries. You’re often 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, and are adept at using both organisational and generic IT systems to carry out your role.

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What will I learn?

You will study a wide range of modules, including units based around the following areas:

  • Business knowledge and understanding
  • Customer journey knowledge
  • Knowing your customers and their needs / customer Insight
  • Customer service culture and environment awareness
  • Business focused service delivery
  • Providing a positive customer experience
  • Working with your customers / customer insights
  • Customer service performance
  • Service improvement
  • Behaviour / attitude
  • Develop self
  • Ownership / responsibility
  • Team working
  • Equality
  • Presentation


You’ll be assessed by:

  • Practical observations with Q&As
  • A work-based project, supported by an interview
  • A professional discussion, supported by a portfolio of evidence

N.B. 20% of the training must be off the job training – details of the elements included in the 20% off the job training are available on request.

Entry requirements

A minimum of maths and English GCSE grade 4/C or equivalent or the ability to achieve a Level 2 functional skill.

You must achieve Level 2 English and maths prior to taking the final assessment.

  • Learners with an EHCP will be reviewed on an individual basis

Career and progression

Once you’ve completed this apprenticeship, you can go on to further training, including:

  • Level 3 CMI Team Leader , Supervisor

After this apprenticeship you will be eligible to join the Institute of Customer Service as an individual member at professional level.

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