Customer Service Specialist - Level 3 Apprenticeship Standard (out of centre learner)

SKU: ST0071

Course Aim:

This customer service specialist apprenticeship is ideal for candidates who are new to the business or wish to progress within the customer service environment and are looking to gain a nationally recognised qualification.

Student Pre-Requisites:

The entry requirement for this apprenticeship will be decided by each employer and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. Individuals will typically hold a minimum of level 2 in English and maths OR must achieve level 2 English and maths prior to taking the end point assessment. Students will also be required to have a L3 initial assessment for this qualification.


Course Duration:

Typically this apprenticeship will take 15 months depending on experience.



Students are with their employer from day one and will study their taught components at an agreed Gen2 centre two days per month. This training will take place at a Gen2 centre based in West Cumbria, Carlisle or Furness. The students are visited by a Gen2 assessor in the workplace approximately every four to six weeks to assess their competence and monitor progress.

 Programme Components:

The programme delivered through Gen2 will consist of:

  • Completion and achievement of a Level 3 Customer Service Specialist apprenticeship
  • Two taught days per month to cover the knowledge for the apprenticeship
  • Regular performance reviews undertaken by the employer and Gen2
  • Development of a portfolio of evidence including reports, assignments, and evidence of tasks undertaken.
  • Observations by a Gen2 assessor
  • Ongoing professional discussions between the apprentice and the assessor relating to workplace skills, knowledge and behaviours.
  • Feedback from line manager and peers including 180/360 degree feedback approaches.
  • Apprentices will be required to have or achieve level 2 English and maths prior to completion of their apprenticeship.


Delivery Plan and Commitment:

The apprenticeship requires 20% of time from the learner’s normal working week to be committed to the qualification for the duration of the programme. This time must be away from normal work duties and will be achieved as follows:

  • Typically 2 days per month are taught in a Gen2 centre. The taught sessions will cover the 4 main knowledge areas:
    o Business Knowledge and Understanding
    o Customer Journey knowledge
    o Knowing your customers and their needs/Customer Insight
    o Customer service culture and environment awareness
  • 4-6 weekly assessment sessions (half day each) throughout the programme to consolidate training and support portfolio development. These sessions are pre-arranged at mutual convenience with assessor, employer and learner at the employers’ premises.
  • Ongoing work towards achieving the required standards of this apprenticeship including mentoring sessions, professional discussions, study time, employer organised training, site visits and maintaining a CPD log

Qualification Gained:

  • Level 3 Customer Service Specialist apprenticeship
  • Minimum Level 2 English and maths (if required)


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