Occupational Profile

Within all sectors and organisation types, the role of the customer service specialist is to be a ‘professional’ for direct customer support.
As a customer service specialist, 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.

The customer service specialist role is in many types of environment including contact centres, retail, webchat, service industry or any customer service point.


Entry requirements

Employers set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills and who have experience of working with customers.


Programme qualifications & requirements

  • Achieve English and maths at Level 2 (if not held)
  • To meet the set skills, knowledge and behaviour requirements of the apprenticeship

Details of programme

You will be allocated a Skills & Development Coach who will support and guide you for the duration of your apprenticeship. The apprenticeship programme will be delivered as blended learning. Blended learning is a combination of both online and face to face delivery. You will need to have good internet access and a suitable device such as a smart phone, laptop, or tablet to work on. Microsoft Teams is used for coaching sessions and ZOOM is currently used for taught sessions. Please discuss accessibility with your employer as these applications are required, in order for you to complete your training.

This apprenticeship takes 15 months to complete during which you will participate in training,
development and on-going review activities. These typically include:

  • Induction which is specific to your workplace
  • Study days and training courses
  • Mentoring/buddy support
  • Completion of a portfolio through which you will gather evidence of your progress
  • Structured one to one reviews of your progress with your employer and Dynamic Training
  • 20% off the job training requirement

This apprenticeship covers the professional behaviours, knowledge and skills that are required
of a Customer Service Specialist


  • Develop self 
  • Ownership/responsibility 
  • Team working 
  • Equality
  • Presentation


  • Business knowledge and understanding
  • Customer journey knowledge
  • Knowing your customers and their needs / customer insight
  • Customer service culture and environment awareness



  • Business focused service delivery
  • Providing a positive customer experience
  • Working with your customers / customer insights
  • Customer service performance
  • Service improvement

Assessment Gateway

Your employer will make the decision as to when you are ready to undertake the end point assessment
Before going forward for end point assessment you must have:

  • Achieved Level 2 English and maths if not already held
  • Developed a portfolio of evidence
  • Met the set skills, knowledge and behaviour requirements of the apprenticeship standard

End Point Assessment

Following successful completion of the Gateway, you will proceed to end point assessment (EPA).
The EPA is undertaken by an independent assessment organisation chosen by your employer.
The End Point assessment components are:


Assessment Method



Practical observation with Q&A’s

1 hour +/- 10%


Interview to support work based project

1 hour +/- 10%


Professional discussion supported
by a portfolio of evidence

1 hour +/- 10%


In order to achieve this apprenticeship, you need to pass all components of the End Point Assessment.
Your overall grade will be determined by the end point assessment organisation.


To download a pdf version of this apprenticeship, please click the image below