Level 3 customer service specialist apprenticeship
Delivering exceptional service and resolving complex customer needs
The level 3 customer service specialist apprenticeship is designed for professionals who are the face of their organisation — handling customer queries, purchases, and complaints, while delivering exceptional service every time. Apprentices develop advanced knowledge of customer behaviour, business processes, and service strategy. This enables them to resolve complex issues, build strong relationships, and contribute to continuous improvement within their organisation.
Delivered nationally by Skern Skills, the programme combines expert coaching, practical learning, and industry insight to help individuals and employers achieve outstanding customer experiences.
During this apprenticeship learners will:
- Handle complex customer interactions across multiple channels.
- Manage escalations and specialist customer enquiries.
- Use insight and data to improve customer experience.
- Contribute to developing service strategies and procedures.
- Support customer loyalty, retention, and satisfaction.
- Promote your organisation’s brand values through every interaction.
- Work collaboratively across teams to resolve issues and deliver results.
Core Knowledge Areas
- Understand organisational goals, service strategy, and commercial drivers
- Recognise how customer service contributes to business performance
- Understand brand values, service standards, and organisational culture
- Understand the full customer journey across multiple touchpoints
- Analyse customer interactions to identify strengths and improvement opportunities
- Recognise how processes and systems impact the overall customer experience
- Understand different customer types, needs, and expectations
- Recognise customer behaviours, emotions, and decision-making drivers
- Use insight to tailor service approaches and improve outcomes
- Understand organisational policies, systems, and service delivery frameworks
- Recognise the impact of regulations, compliance, and governance requirements
- Understand the importance of equality, diversity, and inclusion in service delivery
- Understand how to collect and interpret customer feedback and service data
- Recognise key performance indicators (KPIs) and service metrics
- Understand how data supports decision-making and continuous improvement
Key Skills
Advanced customer service delivery
- Resolve complex customer issues using effective questioning, listening, and communication
- Take ownership of customer queries and complaints through to resolution
- Deliver solutions within organisational policies and agreed levels of authority
Customer insight and relationship management
- Gather and analyse feedback to identify trends and improvement opportunities
- Adapt approach based on customer behaviour, needs, and expectations
- Build and maintain positive relationships, even when outcomes are not favourable
Continuous improvement and problem solving
- Identify service issues and recommend practical improvements
- Use data and insight to support decision-making and service enhancement
- Contribute to continuous improvement initiatives and best practice
Collaboration and business awareness in practice
- Work effectively across teams and departments to improve service delivery
- Communicate insights and recommendations to stakeholders
- Apply commercial awareness when making service decisions
Programme Details
The apprenticeship will take a minimum of 13 months.
- GCSE Grade 2 or above in English and Maths (or equivalent).
- Learners must achieve Functional Skills Level 2 (GCSE grade 4 equivalent) before completion.
- Applicants must have a suitable employer.
- Deliver exceptional customer experiences with confidence and professionalism.
- Analyse, evaluate, and improve customer service delivery.
- Achieve the Level 3 Customer Service Specialist Apprenticeship Standard.
- Optionally complete the Level 3 Customer Service Diploma to complement the standard.
For Employers
Develop skilled customer service professionals who strengthen your brand reputation.
Improve customer satisfaction, loyalty, and retention through expert-led training.
Enhance team collaboration, problem-solving, and service efficiency.
Build a pipeline of confident, customer-focused leaders within your business.
Why choose Skern?
At Skern Skills, we are passionate about helping individuals and organisations achieve their full potential through high-quality training and real-world learning. Our approach is built around understanding each employer’s goals and culture, ensuring every programme delivers meaningful impact. By combining expert delivery, flexible learning models, and a highly supportive partnership approach, we help apprentices grow in confidence, capability, and professionalism.
- National delivery – experienced trainers deliver programmes across the UK.
- Tailored learning – every programme reflects your organisation’s goals and values.
- Flexible delivery – combining one-to-one coaching, group sessions, and online learning.
- Experiential learning – apprentices have the opportunity to attend a residential programme at our North Devon centres or partner venues, building confidence, collaboration, and communication.
- Dedicated support – we work closely with employers and apprentices to ensure success at every stage.
Funding
This apprenticeship can be fully funded through your Apprenticeship Levy Account if you are a Levy-paying employer.
If you are a Non-Levy paying employer, the government will fund 95% of the total cost, with the employer contributing the remaining 5%.
However, for apprentices aged 16 to 21, the government will fully fund 100% of the cost, with no employer contribution required.
Additionally, Skern can support you in identifying and applying for Levy Transfer funds, which can cover the full cost for other age groups—making the apprenticeship 100% fully funded for all eligible learners.
Register your interest
