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Apprenticeship Standard 278 - Level 3 Customer Service Specialist

Course Name 
Apprenticeship Standard 278 - Level 3 Customer Service SpecialistAvailable for applications
Course Details
Location Workplace
Level Level 3
Start Date Flexible
Duration Typically 18 months
Time of Day Day
Mode of Study Apprenticeship
Awarding Body City and Guilds
Offering Code ASL3CUS1S000
Course Overview 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. This apprenticeship develops the key skills and behaviours required for a customer service specialist.
What you will Study This qualification has been developed to support learners completing the Customer Service Specialist Apprenticeship Standard and covers the required knowledge, skills and behaviours. Knowledge • Business Knowledge and Understanding • Customer Journey knowledge • Knowing your customers and their needs/Customer insight • Service Culture and environment awareness • Customer Service Culture and environment awareness Skills • Business focussed service and delivery. • Providing a positive customer experience • Working with your customers / customer insights • Customer Service Performance • Service Improvement Behaviours • Develop self • Ownership/ Responsibility • Team Working • Equality • Presentation Functional Skills in English and Maths. These are key elements of your apprenticeship and are essential to the role of a customer service specialist. If you do not already have a GCSE at grade A*-C (or new grade 9-4) in these subjects you will be required to study Functional Skills at the appropriate levels. Maths and English skills will support your apprenticeship programme, assisting you with assignment writing, research, job applications, problem solving and data analysis, to mention just a few. Most employers look for ability in these areas and the majority of university courses require you to have Maths and English GCSEs at A*-C (or new grade 9-4). This is why the development of Maths and English is so important, whatever your field of study.
How you will Learn You will work with an assessor who will guide you through your programme of learning to produce a portfolio of evidence using e-portfolio, within your workplace.
How you will be Assessed

Assessments will take place both in the workplace and at college, using an online e-portfolio.

Prior to commencing your apprenticeship, you will complete an online induction which includes an assessment of your maths and English skills to determine your current abilities, and an introduction to your e-portfolio.

During your apprenticeship, you will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace, and complete an online multiple choice test under exam conditions.

After on programme learning is completed, you will complete the End Point Assessment. This consists of a practical observation in your workplace with questioning, a work-based project and interview, and a professional discussion on your portfolio. This is conducted by an Independent End Point Assessor from City and Guilds.

Entry Requirements

Certificate evidence of English and maths at level 2 or GCSE grade A*-C (or new grade 9-4). If you do not have these, we can support the development of your English and maths skills through completion of Functional Skills in the relevant subject and one-to-one support.

You should also be working in a role that corresponds with the study program and have sufficient customer interaction in your role.

Attendance Expectations

This is a work-based course, although you may be required to attend sessions to complete an online multiple choice test.

If you are undertaking Functional Skills as part of your apprenticeship, you will be required to attend Castleford Campus for a week block of teaching, per Functional Skill subject. This will be discussed at your enrolment and induction.

Throughout your apprenticeship, you will be required to record the number of hours you spend learning and training. This will be equivalent to 20% of your working hours for the whole duration of the apprenticeship. This can be achieved through a range of methods, such as work-related training, or self-study within your usual working week. This will be agreed with your employer at the start of your apprenticeship.

Fee Information For information on fees, please contact the Apprenticeship Recruitment Team on 01924 789469 or email
Further Study Successful completion of this apprenticeship will allow you to progress to Higher Education studies at Level 4 and above, including Foundation Degrees. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Marketing, to give some examples.
Career Opportunities This apprenticeship will assist your career progression in business administration, team leading and management, as well as providing opportunities to develop your skills in other business-related roles.
How to Apply

Please complete an apprenticeship application form.

If you require an application form, please contact Course Information on 01924 789111 or Apprenticeship Recruitment on 01924 789469.

For Further Details

Please contact Apprenticeship Recruitment on 01924 789469 or email

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Course Groups (W) Apprenticeship
Subject Area (W) Business & Management
Subject Area (W) Retail & Customer Service
Client Group (W) 16-18
Client Group (W) Apprenticeships
Client Group (W) 19+
Search Ref (W) 58971
Website Ref (W) EXNKBCE5NK
Website Ref (W) JG78VD2Y73
Website Ref (W) ZQKZ2B344R
Information last amended: 20 July 2023 14:46

Forthcoming Open Events
Open Event

05.00pm, Wednesday, 7 February, 2024

Wakefield College & Castleford College

Open Event

10.00am, Saturday, 15 June, 2024

Wakefield College & Castleford College