Develop the expertise to handle complex customer needs with confidence, enhance service delivery, and drive customer satisfaction across any industry.
Course Information
The Customer Service Specialist Level 3 Apprenticeship is ideal for individuals in customer-facing roles who aim to deepen their skills in service excellence and issue resolution. This programme blends practical training with essential theory, covering areas such as customer insight, service improvement, communication, and problem-solving. Apprentices will learn to handle complex queries, gather and act on feedback, and align service delivery with organisational objectives — preparing them to deliver consistently exceptional customer experiences.
This course is suitable for current or aspiring customer service specialists. Before starting, you’ll complete a skill scan to assess your current knowledge and ensure this apprenticeship is the right fit for you. You must also:
Be aged 16 or over
Not be in full-time education
Live in the UK or EEA, and have been continuously for the past 3 years
Have the right to work in the UK
Have a relevant job role where the learning can be applied
Obtain a Level 2 in English and Maths (or equivalent) — this can be achieved during the apprenticeship
Final entry criteria may vary depending on the employer’s discretion
Course curriculum
Knowledge Areas
Business knowledge and understanding
Customer journey knowledge
Knowing your customers and their needs / customer insight
Customer service culture and environmental awareness
Skills Development
Self-awareness
Team building and leadership
Professionalism and presentation
Communication and interpersonal skills, remaining calm under pressure
Organisation
Understanding customer needs and priorities
Managing conflict and complaints
Driving change and improvement
Understanding business processes, finance, and regulation
Report writing and research
Core Behaviours
Developing self
Taking ownership and responsibility
Team working
Promoting equality
Maintaining professional presentation
Benefits of this Course
Improve customer satisfaction
Skilled practitioners help enhance customer loyalty, retention, and positive brand reputation.
Consistent service quality
Ensure your team follows best practices and company standards, reducing errors and complaints.
Build a customer-centric culture
Trained staff contribute to a positive service environment that supports business growth.
Cost-effective training
Apprenticeship funding helps develop motivated, skilled employees at reduced training costs.
Why GLP Training
GLP Training empowers individuals and businesses to grow through tailored, industry-focused learning.
GLP Training supports employers in upskilling their workforce, closing skills gaps, and building future-ready teams through flexible, results-driven programmes. At the same time, GLP Training equips individuals with the skills, confidence, and credentials they need to launch or advance their careers through expert-led, hands-on training.
Trusted by employers nationwide
Innovative digital tools and flexible delivery
Real employer partnerships for real career outcomes
The training follows a blended learning model, delivered primarily on-the-job during working hours. A structured learning and assessment plan ensures progress is regularly evaluated throughout the course.
This includes
Monthly 1-to-1 meetings (approx. 2 hours) with a GLP Trainer, either face-to-face or virtually
Online learning modules and group sessions
Building an electronic portfolio of work-based evidence
Maths and English Functional Skills (if necessary). Please click here to learn more.
Around 6 hours per week dedicated to apprenticeship activities
Final assessment by an external examiner, comprising a resourcing project assignment and a professional discussion to complete the qualification
Assessment
To achieve the qualification — which is graded as Pass, Distinction, or Fail — apprentices will be assessed throughout the programme and formally evaluated during a final assessment.
The Apprenticeship Assessment period begins only once the employer confirms that the apprentice is consistently performing at or above the level set out in the occupational standard.
The assessment, typically completed over a 3-month period and conducted by Highfield Qualifications, includes three key components:
Practical Observation with Q&A An on-site observation of day-to-day tasks, during which the assessor will ask questions to explore the apprentice’s knowledge and rationale behind their actions.
Work-Based Project A 2,500-word report based on a real project completed in the workplace, followed by a competency-based interview to discuss the outcomes and learning.
Professional Discussion (Underpinned by a Portfolio) A structured discussion with the assessor, supported by a portfolio compiled during the apprenticeship, demonstrating the apprentice’s knowledge, skills, and behaviours.
The final grade is determined by the combined performance across all three assessment methods.
Whether you’re an employer seeking to upskill your team or an individual candidate, simply click ‘Enquire Now’ and complete the short form. A member of the GLP Training team will be in touch shortly to provide you with more information and guide you through the next steps.
The Customer Service Specialist Level 3 Apprenticeship is ideal for individuals in customer-facing roles who aim to deepen their skills in service excellence and issue resolution. This programme blends practical training with essential theory, covering areas such as customer insight, service improvement, communication, and problem-solving. Apprentices will learn to handle complex queries, gather and act on feedback, and align service delivery with organisational objectives — preparing them to deliver consistently exceptional customer experiences.
This course is suitable for current or aspiring customer service specialists. Before starting, you’ll complete a skill scan to assess your current knowledge and ensure this apprenticeship is the right fit for you. You must also:
Be aged 16 or over
Not be in full-time education
Live in the UK or EEA, and have been continuously for the past 3 years
Have the right to work in the UK
Have a relevant job role where the learning can be applied
Obtain a Level 2 in English and Maths (or equivalent) — this can be achieved during the apprenticeship
Final entry criteria may vary depending on the employer’s discretion
Course curriculum
Knowledge Areas
Business knowledge and understanding
Customer journey knowledge
Knowing your customers and their needs / customer insight
Customer service culture and environmental awareness
Skills Development
Self-awareness
Team building and leadership
Professionalism and presentation
Communication and interpersonal skills, remaining calm under pressure
Organisation
Understanding customer needs and priorities
Managing conflict and complaints
Driving change and improvement
Understanding business processes, finance, and regulation
Report writing and research
Core Behaviours
Developing self
Taking ownership and responsibility
Team working
Promoting equality
Maintaining professional presentation
Business knowledge and understanding
Customer journey knowledge
Knowing your customers and their needs / customer insight
Customer service culture and environmental awareness
Self-awareness
Team building and leadership
Professionalism and presentation
Communication and interpersonal skills, remaining calm under pressure
Organisation
Understanding customer needs and priorities
Managing conflict and complaints
Driving change and improvement
Understanding business processes, finance, and regulation
Report writing and research
Developing self
Taking ownership and responsibility
Team working
Promoting equality
Maintaining professional presentation
Benefits of this Course
Improve customer satisfaction
Skilled practitioners help enhance customer loyalty, retention, and positive brand reputation.
Consistent service quality
Ensure your team follows best practices and company standards, reducing errors and complaints.
Build a customer-centric culture
Trained staff contribute to a positive service environment that supports business growth.
Cost-effective training
Apprenticeship funding helps develop motivated, skilled employees at reduced training costs.
Skilled practitioners help enhance customer loyalty, retention, and positive brand reputation.
Ensure your team follows best practices and company standards, reducing errors and complaints.
Trained staff contribute to a positive service environment that supports business growth.
Apprenticeship funding helps develop motivated, skilled employees at reduced training costs.
Why GLP Training
GLP Training empowers individuals and businesses to grow through tailored, industry-focused learning.
GLP Training supports employers in upskilling their workforce, closing skills gaps, and building future-ready teams through flexible, results-driven programmes. At the same time, GLP Training equips individuals with the skills, confidence, and credentials they need to launch or advance their careers through expert-led, hands-on training.
Trusted by employers nationwide
Innovative digital tools and flexible delivery
Real employer partnerships for real career outcomes
The training follows a blended learning model, delivered primarily on-the-job during working hours. A structured learning and assessment plan ensures progress is regularly evaluated throughout the course.
This includes
Monthly 1-to-1 meetings (approx. 2 hours) with a GLP Trainer, either face-to-face or virtually
Online learning modules and group sessions
Building an electronic portfolio of work-based evidence
Maths and English Functional Skills (if necessary). Please click here to learn more.
Around 6 hours per week dedicated to apprenticeship activities
Final assessment by an external examiner, comprising a resourcing project assignment and a professional discussion to complete the qualification
Assessment
To achieve the qualification — which is graded as Pass, Distinction, or Fail — apprentices will be assessed throughout the programme and formally evaluated during a final assessment.
The Apprenticeship Assessment period begins only once the employer confirms that the apprentice is consistently performing at or above the level set out in the occupational standard.
The assessment, typically completed over a 3-month period and conducted by Highfield Qualifications, includes three key components:
Practical Observation with Q&A An on-site observation of day-to-day tasks, during which the assessor will ask questions to explore the apprentice’s knowledge and rationale behind their actions.
Work-Based Project A 2,500-word report based on a real project completed in the workplace, followed by a competency-based interview to discuss the outcomes and learning.
Professional Discussion (Underpinned by a Portfolio) A structured discussion with the assessor, supported by a portfolio compiled during the apprenticeship, demonstrating the apprentice’s knowledge, skills, and behaviours.
The final grade is determined by the combined performance across all three assessment methods.
Whether you’re an employer seeking to upskill your team or an individual candidate, simply click ‘Enquire Now’ and complete the short form. A member of the GLP Training team will be in touch shortly to provide you with more information and guide you through the next steps.
The training follows a blended learning model, delivered primarily on-the-job during working hours. A structured learning and assessment plan ensures progress is regularly evaluated throughout the course.
Monthly 1-to-1 meetings (approx. 2 hours) with a GLP Trainer, either face-to-face or virtually
Online learning modules and group sessions
Building an electronic portfolio of work-based evidence
Maths and English Functional Skills (if necessary). Please click here to learn more.
Around 6 hours per week dedicated to apprenticeship activities
Final assessment by an external examiner, comprising a resourcing project assignment and a professional discussion to complete the qualification
To achieve the qualification — which is graded as Pass, Distinction, or Fail — apprentices will be assessed throughout the programme and formally evaluated during a final assessment.
The Apprenticeship Assessment period begins only once the employer confirms that the apprentice is consistently performing at or above the level set out in the occupational standard.
The assessment, typically completed over a 3-month period and conducted by Highfield Qualifications, includes three key components:
Practical Observation with Q&A An on-site observation of day-to-day tasks, during which the assessor will ask questions to explore the apprentice’s knowledge and rationale behind their actions.
Work-Based Project A 2,500-word report based on a real project completed in the workplace, followed by a competency-based interview to discuss the outcomes and learning.
Professional Discussion (Underpinned by a Portfolio) A structured discussion with the assessor, supported by a portfolio compiled during the apprenticeship, demonstrating the apprentice’s knowledge, skills, and behaviours.
The final grade is determined by the combined performance across all three assessment methods.
Whether you’re an employer seeking to upskill your team or an individual candidate, simply click ‘Enquire Now’ and complete the short form. A member of the GLP Training team will be in touch shortly to provide you with more information and guide you through the next steps.
