Customer Service Specialist (L3) | Pearson qualifications

Apprenticeship Standards Customer Service Specialist (L3)

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About the role

This level 3 apprenticeship standard is designed as a minimum 15 month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Specialist Standard role.

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Apprentices will develop a specialist set of skills, knowledge and behaviours that can be applied in many types of environments including contact centres, retail, webchat, service industry or any customer service point within an organisation. They will be advocates of Customer Service and act as a referral point for dealing with complex or technical customer requests, complaints, and queries and an escalation point for complicated or ongoing customer problems.

This role requires the apprentice to demonstrate expertise in the organisations products and/or services and sharing knowledge with wider teams and colleagues. They will gather and analyse customer information and data that influences change and improvements in service, utilising both organisational and generic IT systems to carry out the role, with an awareness of other digital technologies.




We provide a clear learning programme to take apprentices from entry through to the gateway for end-point assessment. 

You can use our on-programme offer regardless of whether you are using Pearson as your end-point assessment organisation or not.


In order to meet the apprenticeship standard apprentices will be required to hold or achieve:

  • Minimum of Level 1 English and attempt Level 2 English
  • Minimum of Level 1 maths and attempt Level 2 maths

There are existing optional qualifications that have been mapped to show coverage of the apprenticeship standard.

We also recommend the following qualification for this standard:

BTEC Level 3 Diploma in Customer Services


As both a vocational and academic awarding organisation, we can offer a wide range of English and maths qualifications in line with your standards’ requirements from Functional Skills through to GCSEs.


English and maths resources
We have a wide range of resources and useful tools to complement your programme, including assessment tools, podcasts and training events.

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End-point assessment

End-point assessment

As an ESFA-approved Assessment Organisation, we provide a full range of assessment services, resources and support from our experienced EPA team to equip you and your learners with the diverse requirements of the apprenticeship standards.

You can use Pearson as your end-point assessment organisation, regardless of whether you choose to use our on-programme offer or not.


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The end-point assessment is made up of three components:

Work-based project, supported by an interview
Apprentices will submit a written report on a project they have carried out. All work on the project will be undertaken following the Gateway process over a two-month period. The project will cover a specific high-level challenge (such as a complaint or difficult situation) that the apprentice has dealt with, explaining what it was, what actions (planning and execution) they took, what solutions were offered, details of any recommendations made to change a policy or process and any feedback from the customer. The interview will focus on the written project and any supporting annexes and can take place either face-to-face or via online video conferencing, if appropriate.

Professional discussion
Evidence from an on-programme portfolio will be used as a base to support the professional discussion. The apprentice will extract, from their portfolio, evidence that is suitable for supporting them in their professional discussion. The portfolio of evidence is not directly assessed.

Practical observation
The apprentice is observed, by an independent assessor, undertaking a range of day-to-day workplace activities. The observation will involve activities that enable the apprentice to demonstrate the full range of their knowledge, skills and behaviours required and will include questioning to clarify if knowledge and understanding is being applied


Our range of EPA resources such as EPA specification, additional resources document and practice knowledge test are designed to enhance learners’ knowledge and/or hone essential skills required.

They are available to our customers who have signed up to Pearson EPA and include information on:

  • Structure
  • Grading
  • Gateway requirements
  • Assessment content
  • Evidence requirement for each component

We have designed a step-by-step guide, with signposts to our key supporting information, resources and services available at every stage of the process.

Customer Service specialist Credly badge

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Digital credentials

Apprentices who achieve their End-point Assessment for this standard will be invited to claim their Credly digital badge.

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Become and independent end-point assessor

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