Customer Service Specialist Apprenticeship
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. This apprenticeship programme equips you for the role.
Course Summary
Course Information for Students
Who is this course for?
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
GCSE Level 4 or above/equivalent Maths and English
What will you learn?
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 you learn?
The apprenticeship will be delivered in the workplace and on-site.
What will you need to bring with you?
A laptop is required.
How will you be assessed?
A variety of assessment models is used, including workplace and remote assessments.
Where next?
You could consider further study in areas such as Business Administration, Team Leading and Management.
Who do you contact for more information?
For more information, contact Derby College Group on 0800 0280289 or enquiries@derby-college.ac.uk
Is there any financial support available?
Course Information for Employers
Apprenticeship summary
This apprenticeship is made up of 14 vocational modules.
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.
Are they any entry requirements for my apprentice?
GCSE Level 4 or above/equivalent Maths and English
What is required from the employer in the workplace?
This will be discussed with the employer and outlined in the employer handbook.
Behaviours expected within the role
To be successful at Derby College Group, the apprentice will be expected to be:
· Positive
· Polite
· Punctual
· Prepared
· Professional in their approach
What qualification will my apprentice gain?
Customer Service Specialist Apprenticeship
What will the assessment look like?
Formative assessment will be carried out for every module and your assessor will provide supportive, developmental, written feedback for every piece of work submitted.
Will my apprentice need to come into college?
This will be discussed with the employer on an individual basis.
Is there any specialist equipment required?
What progression can my apprentice expect after completion of their apprenticeship?
Level 4 and 5 study programmes
Employment
What job roles will this apprenticeship be suitable for?
Customer facing roles
Will the college help me find an apprentice?
You may already have someone in your organisation or someone has come to you direct asking for an apprenticeship, but if you don’t we have a free recruitment service to help you hire the best candidate for your organisation from our talent pool and external advertising through social media and the national apprenticeship services website
Contact us
If you are an employer and you would like to know more, please email businessenquiries@derby-college.ac.uk or call 01332 387421
Career Information
This course could lead to one of these careers...
Customer Service Occupations
£21926
Customer Service Supervisors
£31917
Call and Contact Centre Occupations
£23984
Retail Cashiers and Check-out Operators
£13236
Bank and Post Office Clerks
£24776
Sales and Retail Assistants
£13177
DCG Success Stories
Manthorpe Building Products – Employer
Great careers in customer care await DCG apprentices at Manthorpe Building Products
We chose Derby College to deliver our customer care apprenticeships as it’s our local further education college with a good reputation for training provision and great facilities.
Course Information Last Updated On: July 18, 2025 9:26 am
