Customer Service Specialist Apprenticeship | Weston College

Customer Service Specialist Apprenticeship

What will I do on this course?

A customer service specialist is a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service.

How will I be assessed?

The end-point assessment will consist of: Practical observation - this will occur in the last three months and will be an observation of your work in the workplace.

Work-based project and interview - this will occur within the last two months of the apprenticeship and will involve the submission of a project.

Professional discussion - will review the portfolio of evidence that has been developed during the programme.

What could I do after this course?

The next steps could be in management as a team leader apprentice or as an operational/departmental manager.

Entry Requirements

Five GCSEs at grades 9-4 including English and maths. You will need to be in relevant employment but we can support you to find this.

Course Level

Level 4

iAn interview is required for this course.

All you need to know about course dates and times

Throughout the year
18 - 24 Months
Course code AHPCSPF1MA

Occupations related to Customer Service Specialist Apprenticeship


Call or contact centre occupation

Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Average annual earnings: £18,272
Employment in region: 3,196 positions


Telephonists receive and direct callers in commercial, industrial and other establishments, and operate telephone (public) and office (private) switchboards to advise on, and assist with, making telephone calls and to relay incoming, outgoing and internal calls.

Average annual earnings: £17,355
Employment in region: 369 positions

Communication operator

Job holders in this unit group operate telecommunications equipment to transmit and receive signals and messages.

Average annual earnings: £22,074
Employment in region: 596 positions
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What Our Students Say

Bella Febry, Business Studies

Bella Febry

“It was an amazing once-in-a-lifetime opportunity. It will definitely help my future career prospects."

Former school: Priory

Work Experience: Bella completed her work experience with international oil and gas company 'OiLSERV' in Dubai. During this Bella gained skills in HR, finance, IT, law, marketing, sales and project delivery.

Course: Business Studies

What next? After being awarded Work Experience Student of the Year, Bella aims to get a distinction star and then take a gap year before going to university.

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