Customer Service Specialist Level 3


The apprenticeship will typically take 18-24 months to complete


The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.  They are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries.  They are often an escalation point for complicated or ongoing customer problems.  The apprentice will utilise both organisation and generic IT systems to carry out their role with an awareness of other digital technologies and could work in many types of environment including contact centres, retail, web chat, service industry or any customer service point

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA.  In addition Progress Reviews will take place regularly to ensure the apprentice is on

End Point Assessment

 The four EPA assessment methods are:

  • Practical Observation
  • Work Based Project
  • Interview to support the Work Based Project
  • Professional Discussion