Drive loyalty and retention with high-performing customer support specialists
Develop confident customer service specialists who drive service excellence and build strong customer relationships to support continuous improvement and win long‑term customer loyalty. Employees will understand the importance of customer service to wider commercial priorities and organisational strategy while meeting regulatory requirements.
This programme is designed to build confidence in managing customer journeys, analysing data, tailoring effective communication for diverse audiences and handling challenges with professionalism and resilience to influence positive outcomes.
KEY INFORMATION
- Drive consistent high-quality service to improve customer loyalty and retention
- Strengthen enquiry and complaint handling with decision-making capability
- Embed data skills on the frontline for continuous performance improvement
APPRENTICESHIP DETAILS
The Customer Service Specialist apprenticeship builds confidence in navigating complex queries and complaint escalation, while improving service processes and standards through coaching junior team members. Embed data analysis and insight in front-line team leadership to support day-to-day excellence in customer service.
- Open cohorts start in February/March and September/October
- Closed cohorts can start at any time
- Hybrid, online and in-person delivery
- Practical experience balanced with theoretical learning
Level 3 Customer Service Specialist apprentices focus on blending technical knowledge of operational customer care and current legislation with analysis of consumer behaviour insights to boost performance. They’ll understand what drives loyalty, retention and satisfaction and how these factors impact wider business objectives.
This course will help learners develop leadership and communication skills, as well as build confidence in decision-making, adaptability and resilience. On successful completion of the course, learners will be confident in applying advanced complaint-handling techniques and escalation resolutions to support organisational goals and customer experience.
Learners will also gain the ability to communicate effectively with customers and other stakeholders to influence decisions and elevate standards of excellence in their team by combining outstanding customer service with advanced product knowledge.
The Level 3 Customer Service Specialist apprenticeship costs £4,000 per learner which includes End-Point Assessment.
Funding
Apprenticeships can be funded from your Apprenticeship Levy or by Government Co-Invest. If you do not pay the Levy, the Government will fund 95% of the programme, meaning you pay as little as £200 per person you enrol. We are also able to offer privately funded places for any employees not eligible for apprenticeship funding. For further information about funding options, eligibility and costs, please contact us.
Cost Includes:
- Bespoke off-the-job learning plan
- Programme Manager overseeing the learner journey and apprentice experience
- Delivery of the programme by retail experts
- Blend of sessions including online learning, webinars, in-person workshops, and individual coaching and support
- Preparation and support for End-Point Assessment
- Dedicated Client Manager
- Access to FRA resources including WGSN, LinkedIn Learning, Global Data, Business of Fashion, Fashion/Beauty Monitor and Drapers
- Online e-Portfolio
- Monthly progress report
Duration: 15 months
The Level 3 Customer Service Specialist apprenticeship typically takes 13 months to complete, followed by a period of end-point assessment of approximately 3 months.
Open Cohort Intakes
February/March
September/October
Enquire now to secure places for your team
Closed Cohorts
We can begin a closed intake apprenticeship at any time that suits your brand. We require a minimum of 10 learners to offer a closed cohort for Level 3 Customer Service Specialist.
For our closed-access programmes, we can devise a flexible programme and delivery model to support the needs of your business – please get in touch to find out more about the options available.
End-Point Assessment for this programme is delivered by Education For Industry Awards
- Practical observation with Q&A
- Work-based project and interview
- Professional discussion with portfolio of evidence
1. Strategic Thinking & Business Awareness
Customer service specialists will develop an understanding of how customer service contributes to wider business goals and adds value, exploring organisational strategy, regulatory requirements and commercial priorities, and how to balance customer needs with operational and business objectives when making decisions.
2. Customer Journey & Experience
Customer service specialists focus on understanding and managing the end‑to‑end customer journey, analysing different touchpoints, using feedback to improve services, and applying communication and negotiation skills to achieve positive outcomes, while demonstrating cost‑awareness and professionalism when responding to customer needs.
3. Customer Insights & Analysis
Customer service specialists develop the skills to gather, interpret and act on customer data and feedback, exploring different customer types and behaviours, including cultural, generational and social factors, enabling them to tailor service approaches and support informed, data‑led service improvements.
4. Relationship Building & Collaboration
Customer service specialists develop confidence in building trust and maintaining positive relationships with customers and colleagues, even in challenging situations, exploring explore collaboration across teams, managing escalations effectively, and sharing knowledge to support seamless service delivery and strong internal partnerships.
5. Service Improvement & Innovation
Customer service specialists are introduced to evaluating service performance and identifying opportunities for improvement, focusing on continuous improvement, creative problem‑solving and implementing changes aligned to legislation and best practice, enabling them to contribute to improved service quality and organisational performance.
6. Communication, Influence & Professionalism
Customer service specialists build strong communication, influence and professional behaviours, developing the ability to adapt communication styles, influence decisions positively, take accountability and act with integrity, while promoting inclusion and adapting service delivery to meet diverse customer needs.
It’s a true collaboration between two organisations that have in common creating opportunities and opening doors for young people.
Andy, Director of Buying Operations, TJX Europe