Customer Service Specialist Apprenticeship – Reference Number: ST0071

Who is this for?

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.

What will be covered?

Upon completion of the apprenticeship, a Customer Service Specialist will have knowledge and an understanding of:

  • Business Knowledge and Understanding

  • Customer Journey Knowledge

  • Knowing your Customers and their Needs/Customer Insight

  • Customer Service Culture and Environment Awareness

Upon completion of the apprenticeship, a Customer Service Specialist will have and be able to exhibit skills in the following areas:

  • Business Focused Service Delivery

  • Providing and Positive Customer Experience

  • Working with your Customers/Customer Insights

  • Customer Service Performance

  • Service Improvement

Upon completion of the apprenticeship, a Customer Service Specialist will exhibit the following behaviours:

  • Developing Self

  • Ownership and Responsibility

  • Team Working

  • Equality – Treating all Customers as Individuals

  • Presentation – Dress Code, Professional Language

  • “Right First Time”

For more information on this apprenticeship, or any of the apprenticeships we have on offer please do contact us on 01865 515 255 and a member of the team would be delighted to chat this through with you. Alternatively, please do get in touch via email at, or by filling in a contact form.

Funding Band



The duration of this apprenticeship is typically 15-18 months.

Entry Requirements

Entry requirements will be determined by individual employers. Those who are unsure should contact the team directly on 01865 515 255, or via email at Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end-point assessment. For those with an education, health and care plan or a legacy statement the apprenticeships English and maths minimum requirement is Entry Level 3 and British Sign Language qualification are an alternative to English qualifications for whom this is their primary language.


This apprenticeship standard is at Level 2, similar to GCSE level.

Link to professional registration

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.

Review Date


Customer Service Specialist Apprenticeship PDF

Get in touch with the Oxford College of Apprenticeships