On Demand
Duration: 15 Months
Code: AVP000260P

Course Overview

The Customer Service Specialist Apprenticeship is designed for experienced customer service professionals who are ready to take on greater responsibility. You'll develop the advanced knowledge, skills, and behaviours needed to manage complex customer enquiries, support colleagues, and help improve customer experience across your organisation.

Training combines workplace learning with one-to-one coaching and structured support from Weston College's experienced assessors. You'll learn how customer service contributes to business success, brand reputation, and customer loyalty while developing the confidence to influence positive outcomes. Based at Knightstone Campus, you'll also become part of Weston College's Business Career Excellence Hub, giving you access to employer networking, guest speakers, recruitment events, and industry insight that support your career progression.

What will I study?

You'll develop advanced knowledge and skills in:

• Understanding customer journeys and customer experience design
• Advanced communication and professional behaviours
• Managing complex and technical customer enquiries
• Influencing customer outcomes and providing tailored solutions
• Using customer insight to improve service delivery
• Business knowledge, commercial awareness, and brand reputation
• Personal development and contributing to continuous improvement

How will I be assessed?

Assessment typically includes:

• A portfolio of workplace evidence
• A practical observation or showcase of your skills
• A professional discussion with an independent assessor
• A service improvement project or case study

Additional Information

Throughout your apprenticeship, you'll benefit from:

• Regular one-to-one coaching from experienced assessors
• Workplace support to develop higher-level responsibilities
• Flexible online learning resources
• Membership of Weston College's Business Career Excellence Hub
• Employer workshops, guest speakers, company visits, and networking opportunities

Entry Requirements

• You must be employed in a customer-facing role
• GCSE English and maths

You'll also need good communication, organisational, and literacy skills.

What can I do after this course?

Successful completion can lead to senior customer service roles, management apprenticeships, or wider business careers.

Career opportunities include:

• Senior Customer Service Advisor
• Customer Service Specialist
• Contact Centre Team Specialist
• Customer Relationship Coordinator
• Complaints Handler or Case Manager
• Service Improvement Coordinator

You could also progress to:

• Team Leader/Supervisor Apprenticeship (Level 3)
• Operations or Departmental Manager Apprenticeship (Level 5)
• Specialist roles in sales, account management, customer experience, or customer insights

Many apprentices progress into leadership positions or specialist customer experience roles across sectors including finance, healthcare, retail, technology, travel, and local government.

What do I do now?

Ready to apply? – Please use the 'apply now' button on this page. From here you'll be taken through to our application portal.

Want to learn more? – Visit and see the facilities and chat to staff by signing up for our next Open Event.

Have a quick question? – Use our Live Chat facility on the bottom right of this page.

Full Fee: £0.00 ?

Supported Fee: £0.00

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