Level 3 Apprenticeship Standard
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Make an enquiry Or, arrange a call back with our team →Our enrolment team are here to answer your questions
Make an enquiry Or, arrange a call back with our team →This apprenticeship standard is designed for individuals looking to develop their customer service skills and knowledge to become a specialist in the field following on from the Customer Service Level 2 Apprenticeship Standard. The program combines on-the-job training with in-person and virtual sessions to give participants a well-rounded education in customer service.
The apprenticeship standard is designed to provide participants with a comprehensive education in customer service through a combination of on-the-job and off-the-job training.
On-the-job training:
During the on-the-job training, participants will work alongside experienced customer service professionals and gain hands-on experience in a real-world setting.
They will be given the opportunity to apply the skills and knowledge they have learned in the classroom to real customer service situations.
Participants will be mentored by experienced customer service professionals who will provide guidance and feedback on their performance.
Off-the-job training:
The Off-the-job training component of the apprenticeship provides participants with a theoretical understanding of customer service principles and practices.
The curriculum covers topics such as communication techniques, problem-solving, and conflict resolution, as well as an understanding of customer service best practices, and the latest technology and tools used in the industry.
The instruction is provided by industry experts, who bring their real-world experience to the sessions.
The course curriculum includes topics such as communication techniques, problem-solving, and conflict resolution, as well as an understanding of customer service best practices, and the latest technology and tools used in the industry.
Throughout the apprenticeship, participants will work closely with experienced customer service professionals, who will serve as mentors and guide them in developing the skills and knowledge necessary to excel in the field.
Upon completion of the apprenticeship, participants will have the skills and knowledge to provide exceptional customer service, build and maintain positive relationships with customers, and effectively resolve customer complaints and issues. They will also be able to identify and implement ways to improve customer service within their organisation.
This apprenticeship standard is suitable for individuals seeking to start a career in customer service or for those already working in the field looking to take their skills to the next level. It is also beneficial for employers looking to invest in their customer service team and improve their overall customer service operations.
Enrolling in the Customer Service Specialist Apprenticeship Standard is simple and hassle-free. Start by contacting our team to discuss your needs or the needs of your employees either via phone or our enquiry forms on the website.
We’ll guide you through the eligibility requirements and provide an initial assessment to determine the learner’s starting level. From there, we’ll create a tailored learning plan and schedule that works best for you.
With flexible delivery options—online, in-person, or blended—we ensure the enrolment process is smooth and focused on achieving success.
If you don't already hold a Maths or English qualification equivalent to a GCSE pass you may undertake Functional Skills at Level 2. These are optional and as part of the enrolment process you will be given a choice to opt-in or opt-out of undertaking them.
Functional Skills qualifications in Maths and English are equivalent to a GCSE pass (grade 4-9) and are essential for career progression, apprenticeships, and further education. Our individually tailored program, with dedicated functional skills tutors, supports individuals in gaining confidence and competence in these vital areas, empowering them to reach their full potential.
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“Following feedback from our staff members they find their tutor supportive and feel that the course they are on is really helping them to grasp the role. Overall, we are very happy with Real Skills and look forward to being able to continue to use them going forward. As a member of the management team, I find Real Skills ‘Supporting your Apprentice’ webinars to be really helpful.”
“I felt very supported during my learning. My assessor was always available if I had any questions and was very understanding.”
“I feel more confident in the classroom, I have a greater understanding of my role and how I can support learners to achieve; and my colleagues to relieve some of their burdens and responsibilities”
“I felt very supported by my assessor and my manager. They were able to help me when I was struggling and the manager was able to give me time to let my assessor come and observe me and complete my exams.”
“I now understand the reasons why we do things the way we do and how children benefit from this. I now feel I can support children successfully and can identify whether a child is behind on development and what I can do to help them progress and develop further”
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