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Customer Service Specialist - Apprenticeship Standard Apply Now »

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Level: 3

Location: Other


Interview: N

Course Summary

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.  They will be an advocate of customer service, acting as a referral point for dealing with complex or technical customer requests, complaints and queries. 

They will also:

  • act as an escalation point for complicated or ongoing customer problems
  • be an expert in their organisation’s products and/or services and will share their knowledge with a wider team of colleagues
  • gather and analyse data and customer information that influences change and improvements in the service
  • utilise organisational and generic IT systems to carry out their role with an awareness of other digital technologies

These duties could be carried out in many different types of environment including contact centres, retail, webchat, service industry or any other customer service point.

Entry requirements

Entry requirements will be decided by the employer but a good understanding of both written and spoken English is important. 

Course Content

This apprenticeship is made up of 14 vocational modules.  By completing these modules, the apprentice will learn about:

  • the organisation they work for, including understanding business strategy, continuous improvement and leadership styles
  • the customer journey, challenges and end-to-end experience
  • business processes, commercial factors and authority limits
  • the behaviours demonstrated by internal and external customers and how to vary delivery
  • loyalty, retention and satisfaction and how these impact on an organisation
  • regulatory requirements
  • industry best practice
  • gathering and analysing customer feedback, continuous improvement, decision making and applying successful approaches to complex issues
  • dealing with challenging customer situations ensuring customer satisfaction
  • using written and verbal communication in a range of situations
  • identifying, planning and implementing change


Of the 14 vocational modules, four of the modules are based around an apprentice’s knowledge and ten are performance-based modules.

How will I be assessed?

A variety of assessment models is used, including workplace and remote assessments.

Are there any additional costs or specialist equipment required?

A laptop is required.

What can I do after this course?


You could consider further study in areas such as Business Administration, Team Leading and Management.



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Alex Watts

Alex Watts

Former DCG business student taps into Myanmar fitness market

Lifestyle company managing director, personal trainer and former business student, Alex Watts, enjoyed many aspects of his time at the Roundhouse.
And, he said, one of the best things about Derby College was the flexible work schedule offered by his BTEC level 3 business course.Alex also met his fiancée and business partner Joanna Kyiang on his course, and straight after College, they left the UK together to work in Myanmar.
For two years Alex was a director of primary athletics in an international school, where he discovered a passion for coaching. Eager to start a business of his own, he went to Bangkok to become a certified personal trainer.
Offering an international standard of personal training to high profile clients, demand for his services quickly boomed. So, racing to capitalise on this untapped market, he and Joanna co-founded Lifestyle Centre and fitness business, FORM Yangon.
Alex said: “We pitched our idea to investors, raised the capital we needed for expansion and began building our Lifestyle Centre from the ground up. We now offer personal training, group training and youth fitness within our purpose-built centre, and are on a mission to elevate active, healthy lifestyle living in Myanmar.”
As well as gaining further qualifications in personal training and coaching Alex is now a certified nutritionist. He has also hosted a child fitness TV show, which he and Joanna scripted, planned, directed, edited and produced with a local TV company – in what was the first English-speaking programme for the channel.
Reflecting on his time at College, Alex said marketing, economics and business development were the stand-out areas for him.
He added: “One of my lecturers, who taught marketing, showed me how to find answers to problems. She would constantly encourage me to look deeper into situations and ask myself why, why, why? This is something I now use with my team.”

One of my lecturers, who taught marketing, showed me how to find answers to problems. She would constantly encourage me to look deeper into situations and ask myself why, why, why? This is something I now use with my team.


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