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Customer Service Specialist – Apprenticeship Standard

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

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Course Summary

Subject Area: Business, Leadership and Management
Location: Offsite
Full Time or Part Time: FT
Level: 3
Number Of Years: 1
Interview Required?: N

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Course Information for Students

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

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.

The apprenticeship will be delivered in the workplace and on-site. 

A laptop is required.

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

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

For more information contact Derby College on 0800 0280289 or

Course Information for Employers

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

If you are an employer and you would like to know more, please email or call 01332 387421

Career Information

This course could lead to one of these careers...

Customer Service Occupations


Customer Service Occupations

Customer Service Supervisors


Customer Service Supervisors

Call and Contact Centre Occupations


Call and Contact Centre Occupations

Retail Cashiers and Check-out Operators


Retail Cashiers and Check-out Operators

Bank and Post Office Clerks


Bank and Post Office Clerks

Sales and Retail Assistants


Sales and Retail Assistants

More Careers Information at:
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DCG Success Stories

Manthorpe managing director Paul Manning

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.

Read More about Manthorpe Building Products – Employer

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Course Information Last Updated On: February 15, 2024 4:26 pm