Customer Service Specialist

Level 3

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Customer Service Specialist

Level 3

No formal entry requirements

Level 3 Customer Service Specialist

15 months (this does include EPA period)

Standard Overview

The Customer Service Specialist provides expert support to customers across various sectors, handling complex queries and complaints. They often serve as an escalation point for ongoing issues and share product knowledge with colleagues. Specialists analyse customer information to drive service improvements, utilising IT systems and keeping abreast of emerging digital technologies.

This role exists in contact centres, retail, webchat, and other customer service environments. This apprenticeship is suitable for those transitioning from a Level 2 Customer Service Practitioner Apprenticeship or individuals with prior customer service experience.

Standard Overview

No formal entry requirements

Level 3 Customer Service Specialist

15 months (this does include EPA period)

Apprenticeships available nationally

100% pass rate. Every student, every time.

Over 4% higher than the national average on achievement rates across all areas of the Apprenticeship Accountability Framework

75% distinction rate. Excellence isn’t the goal; it’s the standard.

Apprenticeships available nationally

100% pass rate. Every student, every time.

64.6% achievement rate. Our apprentices don’t just begin; they achieve success.

75% distinction rate. Excellence isn’t the goal; it’s the standard.

Entry Requirements

There are no formal entry requirements for this qualification, but a keen interest in this field is essential. Applicants must be prepared for both shift work and travel.

Prior experience is not necessary, but useful and should be supported by a portfolio of evidence.

Customer Service Specialist apprentices are trained in key areas:

Handling complex customer enquiries and complaints with professionalism.
Analysing customer data to improve service delivery.
Applying organisational procedures and IT systems effectively.
Communicating effectively across multiple channels.
Demonstrating resilience, accountability, and problem-solving abilities.

Customer Service Specialists apprentices are suitable for organisations such as:

Retail businesses and e-commerce companies
Contact centres, helpdesks, and call centres
Financial services providers
Public sector organisations
Hospitality and tourism
Utilities and telecommunications companies
Transport and logistics firms
Healthcare and social care
Professional services firms
Educational institutions and training providers

Apprentice’s Responsibilities

Typical responsibilities for a Customer Service Specialist Apprentice could include, but are not limited to:

Act as a first point of contact for complex customer issues.
Escalate and resolve complaints and technical queries.
Share knowledge and provide guidance to colleagues.
Analyse customer feedback and recommend service improvements.
Maintain accurate records using digital systems.

Entry Requirements

There are no formal entry requirements for this qualification, but a keen interest in this field is essential. Applicants must be prepared for both shift work and travel.

Prior experience is not necessary, but useful and should be supported by a portfolio of evidence.

Customer Service Specialist apprentices are trained in key areas:

Handling complex customer enquiries and complaints with professionalism.
Analysing customer data to improve service delivery.
Applying organisational procedures and IT systems effectively.
Communicating effectively across multiple channels.
Demonstrating resilience, accountability, and problem-solving abilities.

Customer Service Specialists apprentices are suitable for organisations such as:

Retail businesses and e-commerce companies
Contact centres, helpdesks, and call centres
Financial services providers
Public sector organisations
Hospitality and tourism
Utilities and telecommunications companies
Transport and logistics firms
Healthcare and social care
Professional services firms
Educational institutions and training providers

Apprentice’s Responsibilities

Typical responsibilities for a Customer Service Specialist Apprentice could include, but are not limited to:

Act as a first point of contact for complex customer issues.
Escalate and resolve complaints and technical queries.
Share knowledge and provide guidance to colleagues.
Analyse customer feedback and recommend service improvements.
Maintain accurate records using digital systems.

Modules

Your Personal Development
Business Knowledge and Understanding
Equality, Diversity and Inclusion
Business Focussed Delivery
Customer Experience, Culture and Environment
Customer Service Journey
Team Working
Developing Self
Provide a Positive Customer Experience
Customer Experience Performance
Working with your Customers
Customer Insights

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Modules

Apprentices will cover the following modules:

Your Personal Development
Business Knowledge and Understanding
Equality, Diversity and Inclusion
Business Focussed Delivery
Customer Experience, Culture and Environment
Customer Service Journey
Team Working
Developing Self
Provide a Positive Customer Experience
Customer Experience Performance
Working with your Customers
Customer Insights

Book a chat

See all vacancies

Employer Testimonials

PRG

"Access Industry consistently delivers an unparalleled level of excellence in their support for PRG's Live Event Technician Apprenticeship and Live Events Assistant Apprenticeship programs. Their bespoke service not only meets but exceeds our expectations, ensuring a seamless and enriching learning experience for our apprentices. Access Industry's commitment to personalised support and guidance sets the standard for exceptional partnership working in the realm of live event education."

NEC

“The combination of in-venue experience and regular training, provides our two Live Event Technician apprentices with plentiful opportunity to enhance the skills they’ve learnt in the classroom, on-the-job with our conventions team. It has been a pleasure to work with Access Industry since 2022 and we look forward to supporting more students with their apprenticeships.”

4Wall

“Access Industry has supported us from the outset, they were committed to understanding the unique needs of our business and has been on hand at each stage of the onboarding process to answer any questions. Our apprentices have consistently demonstrated adaptability, teamwork skills and an eagerness to learn, and the curriculum provided by Access Industry has supported our apprenticeship team with the theory and knowledge necessary to thrive in our industry. It has been great to work collaboratively with Access Industry and we look forward to developing our relationship further in the future.”

Eclipse

“Our apprentice, though new to the industry, has made a positive impact on the team by demonstrating a strong willingness to learn, adaptability, and a proactive approach to tasks. Access Industry's apprenticeship programme is highly recommended for organisations seeking to develop skills in individuals with little or no prior experience. The program facilitates a seamless transition, allowing companies to play a vital role in shaping and enhancing the skills of apprentices, ensuring they contribute effectively to the relevant industry. ”

The Chameleon Agency

“Finding an apprentice through Access Industry has been a blessing for our agency. Not only was the process incredibly simple but the talent at Access Industry is brilliant. It has been great working with them and having Amber as part of our team. She has developed brilliantly and is now working across internal and external projects of all sizes.”

Employer Testimonials

PRG

NEC

“The combination of in-venue experience and regular training, provides our two Live Event Technician apprentices with plentiful opportunity to enhance the skills they’ve learnt in the classroom, on-the-job with our conventions team. It has been a pleasure to work with Access Creative College since 2022 and we look forward to supporting more students with their apprenticeships.”

4Wall

“Access Creative has supported us from the outset, they were committed to understanding the unique needs of our business and has been on hand at each stage of the onboarding process to answer any questions. Our apprentices have consistently demonstrated adaptability, teamwork skills and an eagerness to learn, and the curriculum provided by Access Creative has supported our apprenticeship team with the theory and knowledge necessary to thrive in our industry. It has been great to work collaboratively with Access Creative and we look forward to developing our relationship further in the future.”

Eclipse

“Our apprentice, though new to the industry, has made a positive impact on the team by demonstrating a strong willingness to learn, adaptability, and a proactive approach to tasks. Access Industry's (NCCI) apprenticeship programme is highly recommended for organisations seeking to develop skills in individuals with little or no prior experience. The program facilitates a seamless transition, allowing companies to play a vital role in shaping and enhancing the skills of apprentices, ensuring they contribute effectively to the relevant industry. ”

The Chameleon Agency

“Finding an apprentice through Access Industry has been a blessing for our agency. Not only was the process incredibly simple but the talent at Access is brilliant. It has been great working with them and having Amber as part of our team. She has developed brilliantly and is now working across internal and external projects of all sizes.”

Where do you see yourself?

This apprenticeship equips you with the skills to go onto:

Customer Service Team Leader

Leads and supports a customer service team to deliver excellent service, meet targets, and resolve complex queries.

Contact Centre Supervisor

Manages day-to-day contact centre operations, guiding advisors to meet performance and customer satisfaction goals.

Customer Experience Specialist

Improves customer journeys by analysing feedback and ensuring consistent, high-quality experiences across channels.

Operations or Service Manager

Oversees service delivery and team performance to ensure efficient operations and strong customer outcomes.

Where do you see yourself?

This apprenticeship equips you with the skills to go onto:

Customer Service Team Leader

Leads and supports a customer service team to deliver excellent service, meet targets, and resolve complex queries.

Contact Centre Supervisor

Manages day-to-day contact centre operations, guiding advisors to meet performance and customer satisfaction goals.

Customer Experience Specialist

Improves customer journeys by analysing feedback and ensuring consistent, high-quality experiences across channels.

Operations or Service Manager

Oversees service delivery and team performance to ensure efficient operations and strong customer outcomes.

Want to find out more?

Wondering how an apprenticeship can influence your future? If you’re considering career paths or seeking practical experience, we’re ready to assist you. Contact us today to discuss your choices and move closer to your ideal career!

Book a chat

See all apprenticeships

Want to find out more?

Book a chat

See our vacancies

Understanding the industry (terms & relationships)

Health and safety standards including: manual handling, work at height, provision and use of work equipment, construction (design and management), noise, first aid, working hours, electricity at work, fire & emergency procedures, accident reporting and Technical Standards for Places of Entertainment.
Security and control of equipment protocols.
Management structures within a venue, etiquette and culture, including communication protocols and interdependencies of departments.
Relevant industry bodies and their roles e.g. HSE, ABTT, BECTU principles of stage and production management.
Creative venue safety systems.
The history, styles, architecture, terminology and acoustics of creative venues.

Planning

The selection of the correct tools and equipment for tasks such as assembling scenic components and truss and rigging lighting, audio and video equipment.
Computer-aided design – viewing, extracting information and realising specifications from system designs e.g. stage plans, lighting plans and sound schematics.
Environmental and sustainability protocols e.g. correct disposal of different lamp types and electronic equipment, reduction in use of PVC products.
Approaches to problem solving – to achieve the creative team’s requirements within the appropriate venue or production’s resources.
Competently use safety and access equipment e.g. personal and fall protection equipment, ladders, access towers and tallescopes.
Assemble and configure structures and systems from component parts.

Production Processes, Performance & Maintenance

The agreed industry safe working procedure: e.g. The Code of Conduct for Get-ins, Fit-ups and Getouts.
Recognition of production design elements – scenic, lighting, audio and visual e.g. means of scenic construction: timber, metal and textile. The properties of electricity, fixed and temporary electrical systems; theory, practice and safety e.g. to enable portable appliance testing of relevant technical equipment.
The properties of mechanical and electromechanical systems e.g. to enable the assembly and monitoring of hydraulic systems for scenic effect.
Lifting operations; theory and practice e.g. to enable monitoring of a lifting operation in compliance with LOLER such as performer flying.
How to identify potential improvements to systems and procedures to better enable the realisation of the creative team’s vision for the production.
Housekeeping – keeping venue work and storage areas clean, tidy and free from the build-up of waste materials.

To be eligible, applicants must be aged 16 or over, living in England and not taking part in full-time education. If they are already employed, they can start an apprenticeship in their current job to help them progress to a higher level position.

Apprenticeships range from Level 2 to Level 7. The levels and their equivalent qualifications are listed below:

Level 2 = 4 GCSEs

Level 3 = 3 A Levels

Level 4 & 5 = Foundation degree and HNC/D

Level 6 = Bachelor’s Degree

Level 7 = Master’s Degree

Access Industry currently offers apprenticeships up to Level 4, but we continually update available apprenticeships to meet learner needs and industry trends.