Nescot is now fully open to students and staff. Please check our latest Covid-19 information here

Customer Service Specialist: Level 3 Apprenticeship

Course information

Course Summary

Apprenticeships are a popular choice for people aged 16 or above, looking for on the job training and the opportunity to gain nationally-recognised qualifications whilst earning a wage. Most of your training will be directly linked to the career you have chosen, gaining practical experience in the workplace.

Course Code:N8808
Study Type:Part Time
Academic Level:Level 3
Award:Level 3 Apprenticeship in Customer Service
Awarded by:NCFE
Course Length

The apprenticeship will take 15-18 months to complete depending on experience.

Course Detail

The main purpose of a customer service specialist is to be 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. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.


The apprenticeship covers the following areas:

  • Skills: business focused service delivery, providing a positive customer experience, working with your customers, customer insights, customer service performance and service improvement.
  • Knowledge: business knowledge and understanding, customer journey knowledge, knowing your customers and their needs, customer service culture and environment awareness.
  • Behaviours: develop self, ownership/responsibility, team working, equality and presentation.
Course Fees

A 5% employer contribution fee may be applicable depending on the age of the apprentice and the size of your organisation.

Entry Requirements

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills, experience of working with customers in some capacity.

You will need to have achieved GCSEs at grade 9 - 4 (or comparable qualification) in English and maths. Please note, you will also be required to undertake an initial assessment prior to enrolment in order to assess your current level of English and maths. Your interviewer will discuss with you what minimum level you will need to achieve at initial assessment.

Whilst your technical skills and knowledge will develop over the course of your Apprenticeship you will also need to demonstrate to potential employers that you possess the relevant skills and personal qualities and are willing to work and learn.

To begin this course you must be eligible to work within England or the European Economic Area (EEC) and be employed for a minimum of 30 hours in a relevant job role and be able to attend college on a part-time basis. Your employer must commit to supporting you throughout your apprenticeship and provide on-the-job learning as well as your college based off-the-job learning.

If you do not have an employer to support your apprenticeship the college will support you to find an employer through our dedicated employer support team.

Please note that all apprenticeships are subject to availability of space.

Your Next Steps

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Other Information

Disclaimer:

This Nescot College website describes the facilities and courses which the College intends to offer during the academic year commencing Autumn 2020. The web pages are prepared in advance of the academic year to which they relate and every effort has been made to ensure that the information contained in these pages is helpful, fair and accurate at the time of printing. However, this information is subject to change over time.

Nescot will take reasonable steps to provide the courses and services as described, however, the College cannot guarantee the provision of any course or facility. Some circumstances, such as staff changes, resource limitations and other factors over which the College has no control, such as industrial action or a change in the law or the level of demand for a particular programme or module (please note that this list is non-exhaustive), may result in the College having to withdraw or change aspects of the programmes, modules and/or student services detailed on the website. This could include, but not necessarily be limited to, programme/module content, staffing, the location where the programme/module is taught or the manner of teaching delivery, and the facilities provided to deliver or support the programme. Where circumstances demand an unavoidable change or where it is necessary for the College to discontinue a programme of study, Nescot will take all reasonable steps to minimise the effect and all proposed changes will be notified to potential applicants who have registered an interest in the relevant programme at the earliest possible opportunity as well as being reflected on the College’s website. In addition, any changes between the website and the proposed course and services will be notified to applicants at the time of making an offer.

All prices quoted may be subject to change and you will be notified of any such change when any offer of a place is made to you by Nescot.

Should you become a student of the College, this notice shall be a term of any contract between you and Nescot. Any offer of a place at the College shall be subject to the student enrolment conditions and the College’s rules and regulations as amended from time to time. A copy of the Nescot’s current terms and conditions can be obtained in writing from Nescot, Quality Office, Reigate Road, Ewell, Epsom, Surrey, KT17 3DS.

Last updated: 26/05/2020