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Customer Service Specialist Level 3 (ST0071/AP01)


The Customer Service Specialist Level 3 Apprenticeship Standard provides learners with an opportunity to expand on their existing customer service skills and become an expert in their organisations products and/ or services. Apprentices can learn to gather and analyse data and customer information that influences change and improvements in service.

Designed with different learning styles in mind, IMI’s solution ensures apprentices are fully engaged and prepared for their End-Point Assessment (EPA). This new standard is suited to those looking to work in higher level customer service roles across the automotive industry.


The role of a Customer Service Specialist is to act as a referral point for dealing with more complex or technical customer requests, complaints and queries. They are often an escalation point for complicated or ongoing customer problems and will be an expert in their organisation’s products and/or services.

Duration 15 months

The apprenticeship will take a minimum of 15 months to complete depending on experience.

Employer Group

Boots UK, Centrica, Institute of Customer Service, Accelerator Solutions, bpi.recycled products, BT, Eon Energy, Osbourne Property Services, Capita, Northern Power Grid

Entry Requirements

English & Maths at Level 2 (or equivalent) is required to be held by the learner prior to the EPA. IMI provides solutions to any apprentice that does not have a Level 2 (or equivalent) in Maths or English before starting, to achieve this before completion of the apprenticeship.

Organisations will set their own entry criteria and are more likely to select individuals that demonstrate the following qualities:

  • Advanced interpersonal skills
  • Experience working with customers
  • Problem solving and self-organisation skills
  • Good communication skills, both oral and written
  • Works well independently and as part of a team

Assessment Overview

There are no requirements for on-programme formative assessment. However, employers and training providers may wish to carry out joint reviews of the apprentices’ progress at regular intervals. The IMI offer an eLogbook where apprentices can log and upload their progress throughout their on-programme learning.

End Point Assessment Gateway (Mandatory)

  • English + Maths Level 2
  • Minimum requirements for knowledge, skills and behaviours met

End Point Assessment

  • Work-based Project (written report) supported by an interview
  • Practical Observation with Q&As
  • Professional Discussion (supported by portfolio of evidence)

IMI Offer

CS IMI Offers

Want to know more?

Please contact an IMI Approved Centre