The Customer Service Specialist Level 3 Apprenticeship is an excellent pathway for individuals looking to develop a professional career in customer service. This apprenticeship is designed for those working in customer-facing or contact centre roles, retail, hospitality or service-based industries, providing the expertise to deliver high-quality customer experiences and build lasting customer relationships.
As a Customer Service Specialist, you’ll gain valuable hands-on experience while working towards a nationally recognised qualification. You’ll work under the guidance of experienced professionals, developing the skills, knowledge and behaviours required to represent your organisation, handle complex enquiries and influence positive customer experiences.
You will learn to:
To enrol, you must be employed in a relevant role with an employer who will support your learning and development throughout the programme. Apprenticeships are work-based qualifications, so securing a job in the sector is essential before you can begin your training. If you are not currently employed, you can explore our latest apprenticeship vacancies.
We also encourage you to proactively contact local employers to ask if they would consider taking you on as an apprentice. If an employer agrees to support your apprenticeship, please contact us at apprenticeships@calderdale.ac.uk so we can assess your suitability for the programme and begin the enrolment process. Alternatively, if you do not yet have an employer, you can apply for a full-time course as a starting point. Should you secure employment during your course, you can be transferred onto the apprenticeship pathway.
Start Date
Throughout the year
Entry Requirements & Interview Process
A minimum of GCSE Grade 4 / C or above in English and Maths is preferred. If you do not hold these qualifications, you will be supported to complete Functional Skills as part of your apprenticeship. For learners aged 19 and over, this requirement will be reviewed and agreed in consultation with your employer as part of the enrolment process.
Progression
On successful completion, apprentices can progress to a Team Leader Apprenticeship (Level 3) or higher-level qualification in business, leadership, or management.
Career Opportunities
Customer Service Specialist, Client Relationship Manager, Contact Centre Supervisor, Customer Experience Coordinator, Team Leader (customer-focused roles)
Further progression may include higher-level apprenticeships, management qualifications, or moving into strategic customer experience, operations, or leadership positions. This apprenticeship provides a strong foundation for a rewarding and stable career within the customer service profession.
Assessment Methods
The apprenticeship is delivered through a combination of remote and workplace visits from your dedicated Training and Development Officer. You will receive ongoing support throughout the programme, with your employer actively involved in progress reviews to ensure you stay on track and achieve your full potential.
All apprentices are required to complete an End-Point Assessment (EPA) to successfully achieve the qualification. The EPA is designed to assess the knowledge, skills, and behaviours you’ve developed throughout your apprenticeship. This is carried out by an independent assessment organisation to ensure fair and consistent standards. Calderdale College will support you in preparing for this final stage to help you succeed.
Course Fees
Apprenticeship training is fully funded by your employer—either through the Apprenticeship Levy or government co-investment, depending on the size of the organisation. As an apprentice, you will not pay for your training or assessment.
Calderdale College has a set of standard entry requirements. Apply for the course you want to study and we will help you get there.
There are a lot of courses available – work focused, practical and academic so it is important to think about the future and whether you want to proceed to university, move onto another course or get a job. We offer BTECs, Apprenticeships, T Levels, NVQs, VRQs, Degree Level Courses and more.
If you’re still not sure, don’t worry, just speak to a member of our advice and guidance team who will advise you.
