National Advance College

Customer Service Specialist L3



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.


The duration of this apprenticeship is typically 15 months. We deliver this programme to suit the individual employer’s needs including:

Face to face delivery at your workplace or at a locally agreed place

Off-the-job training lessons delivered virtually Classroom workshops at the employers’ site An allocated trainer who will support you throughout the learner journey1-2-1 specialist support as and when required

Typical job titles include:

Call Support Service Supervisor,, Customer Support Executive, Front Desk Supervisor,, Sales Executive, Front Desk Manager · Bellman · Client Relations Associate  Guest Service Agent


Individual employers will set their own entry requirements, but this will typically include English and Maths at GCSE Grade C or above.