Customer Service Specialist

Course Level


Course length

15+ months

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Dealing with customer queries, purchases and complaints.

Meet the trainer

Course Guide



What's included? / Modules


  • Business focused service delivery 

  • Providing a positive customer experience

  • Working with your customers / customer insights

  • Customer service performance

  • Service improvement


  • Business knowledge and understanding

  • Customer Journey knowledge

  • Knowing your customers and their needs/Customer Insight

  • Customer service culture and environment awareness


  • Developing self

  • Ownership/Responsibility

  • Team working

  • Equality

  • Presentation

Entry Requirements

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.

Delivery and Assessment

The training is a blended learning delivery model, which takes place in the work place during working hours, wherever this may be, according to the apprentices role. 

This consists of: 

  • 1 to 1 monthly meetings of approx. two hours with a GLP trainer (face to face or telephone)

  • On-line learning courses and/or group sessions

  • Building an electronic portfolio of workrelated evidence

  • Maths and English at Level 2 (if not previously achieved)

  • 20% of time at work to be spent working towards apprenticeship

  • End Point Assessment (EPA) by an external examiner to complete qualification, consisting of: knowledge test, portfolio-based Interview & project presentation

Professional Qualifications, Career Progression, Links to professional Registrations

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.