This course fully prepares individuals for higher level customer service roles such as customer service specialist, customer support advisor, client services office or front of house supervisor.

Employers can use this apprenticeship to recruit or upskill staff for customer-facing roles delivering high-quality services, building strong customer relationships, and contributing effectively to a customer-focused workplace.

Module 1: Self-awareness & development

Module 2: Knowing your customers

Module 3:  The customer service strategy

Module 4: Customer service in a business context

Module 5: Customer experience

Module 6: Communication & managing conflict

Module 7: Finance & decision making

Module 8: Customer feedback

Module 9: Leading people

Module 10: Continuous improvement

The candidate completes the modules through online classroom sessions, led by their TRS skills coach.

After completing all the modules, the apprentice is assessed by an independent external organisation.  The assessment includes: 

• Professional discussion supported by portfolio evidence.
• Work based project, supported by an interview.
• Practical observation with Q&As.

On completion, the candidate will achieve a level 3 apprenticeship and receive a certificate of completion from TRS.

• Develop a skilled and confident workforce: Equip your staff with the knowledge and behaviours needed to handle complex customer interactions and deliver consistently high-quality service.
• Enhance customer relationships and brand reputation: Through upskilling your team, they can help strengthen customer loyalty, improve satisfaction, and represent your organisation professionally.
• Improve operational efficiency and service quality: Apprentices learn to analyse customer insights, resolve issues effectively, and recommend improvements that boost overall team performance.

• Progress your career: Gain the skills and knowledge to move into senior customer service roles, team leader positions, or customer experience management.
• Build valuable skills: Learn to handle complex customer interactions, resolve complaints effectively, and deliver excellent service applicable across multiple industries.
• Strengthen confidence and professional presence

Levy-paying employers have 100% of course costs covered by their apprenticeship levy funds.

For non-levy payers the government funds 95% of the course, with the employer contributing 5%. Sometimes, the 5% can be covered through a levy transfer or because of the apprentice’s age which means there are no training costs at all. 

There is no cost to the candidate who does the course. 

If you are already working in an entry-level customer service role, the customer service specialist apprenticeship is a good way to develop your skills to progress your career to a higher level.

After completing this apprenticeship, individuals can plan to develop their skills for management roles.

Our enrolment process is straightforward. Once they have the approval of their employer, the participant: 

• completes an online application form 
• undertakes some online assessments 
• attends an onboarding call with the TRS enrolment officer 

After this, training begins. 

To start an apprenticeship, individuals must be 16 or over, living in England, and have the right to work in the UK. They cannot be in full-time education when the apprenticeship begins.

Apprentices need to be employed and earning a wage, whether as a recruit or an existing employee being upskilled. The role they’re in must be directly relevant to the apprenticeship and allow them to develop and practice the required skills.

They also cannot be enrolled on another funded apprenticeship or DfE-funded programme at the same time.

12 months