Course overview
The Customer Service Specialist programme is designed for individuals who provide professional, expert support to customers across all sectors and organisation types. This programme prepares learners to handle more complex or technical customer enquiries, complaints, and issues, often acting as an escalation point for challenging or ongoing problems. As a specialist, learners will develop deep knowledge of their organisation’s products and services, becoming a valuable resource and advocate for excellent customer service within their teams.
Throughout the programme, learners will build skills in analysing customer data and feedback to identify opportunities for service improvement. They will gain proficiency in using both organisational and generic IT systems, alongside an understanding of digital technologies that enhance customer interactions. The programme covers a variety of customer service environments, including contact centres, retail settings, webchat platforms, and other service points, ensuring learners are adaptable and confident in different contexts.
By the end of the programme, participants will be equipped to deliver high-quality, professional customer support, share knowledge effectively with colleagues, and contribute to continuous improvement initiatives. This role plays a critical part in ensuring customer satisfaction and fostering positive relationships between customers and the organisation.
The learner journey
1. 13 months on-programme – This is when the individual will learn the skills, knowledge and behaviours which will support them for their End-Point Assessment. The learner could partake in a combination of activities, such as classroom based sessions, mentoring, shadowing, bespoke resources and off-site visits in order to support their learning and development.
From 1 August 2025, apprentices must complete at least 187 hours of off-the-job (OTJ) training over a minimum of 8 months, with some standards requiring more for those without prior learning. Learn more about OTJ training hours.
2. Gateway – After the 13 months teaching and learning, you, your training provider and the learner will review the learners journey and decide whether it is the right time for the on-programme assessment.
3. End-Point Assessment – This is when your learner will need to demonstrate they have learnt the required knowledge, skills and behaviours, through an on demand knowledge test, a professional discussion, practical observation and business project.
Eligibility
Those with an annual wage bill of less than £3m do not pay the Apprenticeship Levy. Instead, 95% of each apprenticeship is funded by the government whilst a 5% investment is required by the employer to enhance the skills of their employee.
- Employers are also be eligible for a £1000 incentive payment if the apprentice is aged 16–18.
- Employers with less than 50 employees and where the apprentice is aged 16–18, the government will fund 100% of the apprentice and are eligible for a £1000 incentive payment.
- Employers with those aged 19+ the government will continue to fund 95% of the apprenticeship programme whilst a 5% investment is required by the employer.
Businesses can manage this through the Apprenticeship Service online account.
Find out more
To learn additional information about this apprenticeship, you can explore our Course Sheet or Learner Journey.
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