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Level 3 Customer Service Specialist


The City & Guilds Level 3 Customer Service Specialists qualification is for individuals working within the customer service environment. The role of a customer service specialist is to deliver high quality products and services to the customers of their organisation.


The objective of the qualification is to support a customer service specialists role in the workplace, providing the learners the opportunity to learn and evidence their knowledge and skills either as part of an apprenticeship or a stand-alone qualification. This qualification also provides the on programme learning for the Level 3 Customer Service Specialist.

This qualification has been developed to support learners completing the Customer Service Specialist Apprenticeship Standard and covers the knowledge, skills and behaviours of the standard. The qualification can also be delivered as a stand-alone qualification, designed for those learners wishing to gain a nationally recognised qualification in customer service specialist.


The qualification covers a range of topics:

  • Developing Self

  • Customer service legislation, regulation, policies and procedures

  • Business knowledge and understanding in a customer service environment

  • Specialist customer service knowledge and skills

  • Brand, image and reputation

  • Improvement to customer service delivery

  • Handling and resolving complex customer service issues

  • Team working and leadership styles

  • Project Management




6-12 mths


Approved by City & Guilds

Access to a PC / LapTop

Internet connection

System requirements

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