Customer Service Specialist Level 3

Master customer experience, complaint resolution, and service excellence. Build the skills employers need. Fully funded, 15 months.

Months (Plus EPA)

100%

Fully Funded

Portable Qualifications

Core Modules

🎯 You'll Earn

Customer Service Specialist Level 3 + Functional Skills English & Maths + CRM Systems Certification

Why This Matters

85% of businesses say customer service quality drives loyalty. Service specialists who master CRM and complaint resolution 4x more likely to progress to supervisory roles.

Service Ready CRM Expert Career Ready

Why Customer Service Skills Are the Ultimate Career Multiplier

Service excellence is the foundation for every role. This programme builds customer-centric thinking, complaint resolution, and CRM mastery.

The Skills That Open Doors

Customer Experience Is Everything

Businesses live and die by service quality. Specialists who master customer-first thinking, complaint handling, and CRM systems are 10x more valuable and earn 25-30% premium salary premiums.

Data-Driven Service Delivery

Modern service teams use CRM, analytics, and customer feedback to drive decisions. Learn how to turn customer interactions into strategic insights. This is the modern competitive advantage.

Pathway to Management

Service specialists with strong complaint resolution and team communication skills are the first promoted to supervisor and team lead roles. This apprenticeship builds the foundation for your management career.

Customer Service Career Growth Profile

Entry Level Salary

£24K–£28K

Post-Apprenticeship

£26K–£32K

Team Lead Role

£32K–£40K

Built For These Roles

This apprenticeship prepares you for these real-world positions across every industry.

📞

Customer Support Specialist

Handle inbound and outbound customer inquiries, resolve issues via phone, email, and chat, and maintain customer satisfaction records.

🛠️

Technical Support Agent

Diagnose technical issues, guide customers through solutions, document problems, and escalate complex issues appropriately.

📋

Order Processing Specialist

Process orders, manage customer accounts, ensure accuracy, coordinate with logistics, and handle customer follow-ups professionally.

Your Qualifications

Earn portable, industry-recognised qualifications that accelerate your career.

📜

Customer Service Specialist

ST0028

Industry-standard Level 3 certification covering customer experience, complaint resolution, CRM systems, and service excellence across all channels.

Level 3

📚

Functional Skills & CRM Mastery

Combined Certification

English & Maths Functional Skills at Level 2 plus complete CRM systems training (Salesforce, Microsoft Dynamics, or industry-standard platform).

Level 3

Your 15-Month Learning Roadmap

A structured journey from foundations to mastery, delivered with workplace support throughout.

Each phase builds on the previous one, combining classroom learning with real-world application on the job.

Phase 1: Service Foundations

Months 1–3

Module 1

Customer Service Essentials

Master customer-first thinking, communication skills, service values, and professionalism across all touchpoints.

Module 2

Communication & Listening

Develop active listening, empathy, written communication, and conflict de-escalation techniques.

Phase 2: CRM & Systems Mastery

Months 4–9

Module 3

CRM Systems Fundamentals

Learn CRM platforms, data entry, customer record management, and system navigation.

Module 4

Product Knowledge & Selling

Develop deep product/service knowledge, consultative selling, upsell techniques, and customer retention strategies.

Module 5

Complaint Resolution

Master complaint handling, root cause analysis, resolution techniques, and service recovery to turn issues into loyalty.

Module 6

Multi-Channel Service

Deliver consistent service across phone, email, chat, social media, and in-person interactions.

Phase 3: Excellence & Assessment

Months 10–15

Module 7

Service Analytics & Performance

Understand KPIs, customer satisfaction scores, call metrics, and data-driven service improvement.

Module 8

Workplace Project & EPA Prep

Apply all learning to a real workplace project. Prepare for End-Point Assessment with final knowledge consolidation.

Why Employers Love This Programme

Real business impact. Measurable return on investment. Here's why leading companies invest in their service teams.

📊

40%

Improvement in Customer Satisfaction Scores

💰

35%

Reduction in Complaint Resolution Time

🎯

Faster Transition to Team Lead Roles

📈

25%

Higher Retention Rates for Trained Staff

Expected Business Impact (Post-Programme)

Customer Satisfaction

+40% CSAT

First Contact Resolution

+65% FCR

Staff Retention

+80% Retention

How This Apprenticeship Compares

Feature	TESS Group Level 3	Generic Training	DIY Learning
Recognized Qualification	✓	✓	✗
Workplace Mentor	✓	✗	✗
CRM Systems Training	✓	✗	✗
Complaint Resolution Mastery	✓	✗	✗
Functional Skills (English & Maths)	✓	✓	✗
100% Employer Funded	✓	✗	✗
Dedicated EPA Assessor	✓	✗	✗
Portable Industry Recognition	✓	✓	✗

Three Unique Advantages

What sets our Customer Service programme apart.

🎓

Expert-Led Training

Learn from service industry professionals with 15+ years' experience. Real-world case studies, live CRM demos, and practical complaint resolution workshops.

🌐

Workplace Integration

Your TESS mentor works directly with your line manager to ensure every module ties to your real job. Learn while you earn, apply immediately.

📈

Career Acceleration

Strong completion rates lead to promotions to team lead, supervisor, and management roles. We track your progression and celebrate your success.

Trusted By Industry Leaders

Leading companies across retail, financial services, and hospitality rely on our service specialists.

🏢

Retail & E-commerce

Amazon, John Lewis, Boots, and major retailers train their customer service teams with us.

💳

Financial Services

Banks, insurers, and FinTech companies depend on our specialists for compliance and customer care.

🏥

Healthcare & Public Sector

NHS Trusts, councils, and care providers use this apprenticeship to train compassionate service teams.

End-Point Assessment (EPA)

Your final exam, conducted by an independent assessor after 15 months of learning. EPA assesses the full customer service competency across:

Customer engagement and understanding
CRM system proficiency and data accuracy
Complaint handling and resolution
Workplace project demonstration
Professional knowledge and communication

Assessed by: 1st for Awarding (independent OFSTED Good provider)

📋 What's Assessed

A 2-hour professional discussion covering real workplace scenarios, your workplace project, and a live CRM task.

⏱️ Total Duration

EPA typically takes 2–3 weeks. You'll interview with an independent assessor (not your trainer). Results are official ST0028 Level 3 certification.

✅ Grading

Pass/Fail grading. Our apprentices achieve 92% first-time pass rates. If retake needed, support is provided at no additional cost.

Frequently Asked Questions

Everything you need to know about the Customer Service Specialist programme.

Do I need customer service experience to start?

▼

No. We welcome people new to customer service and those with experience. The programme is designed for both. You'll learn foundational skills first, then build on them throughout the 15 months. Your workplace mentor will tailor support to your starting point.

What CRM systems are covered?

▼

We train on industry-standard platforms including Salesforce, Microsoft Dynamics 365, HubSpot, and Zendesk. We can also customize training to match your company's specific CRM. The principles you learn transfer across any platform.

What does it cost my company?

▼

£0 out-of-pocket for companies with a payroll levy (apprenticeship tax). The £15,000 cost is covered by your levy balance. If you don't have a levy account, we'll help you apply or access government co-funding. Apprentices over 19 at start may involve 5% shared cost (£750). The government funds 95%.

How long is the programme exactly?

▼

15 months total, including EPA (End-Point Assessment). The first 12–13 months cover the 8 core modules plus Functional Skills. Months 13–15 focus on workplace project completion and EPA preparation. Pace adapts to your apprentice's progress and workplace demands.