FOR SUPERVISORS AND TEAM LEADERS TO DRIVE CUSTOMER LOYALTY AND RETENTION
Designed to provide employees in customer-facing and digital roles with a high level of training in customer care and outstanding service, this programme combines technical knowledge of operations and legislation with insights into consumer behaviour. Learners will develop advanced communication, coaching, and service improvement skills.
This apprenticeship focuses on developing competence with systems such as Excel and CRM software, leadership skills, and expert communication to influence customers, deal with challenges and manage stakeholders. They will become resilient and adaptable key decision-makers who can analyse customer data insights to refine service to retain customers.
KEY INFORMATION
- Drive continuous improvement with customer-focused leaders
- Embed a proactive approach to enhance performance
- Improve decision-making through data gathering and analysis
APPRENTICESHIP DETAILS
The Level 3 Customer Service Specialist apprenticeship offers an opportunity for those in supervisor-level roles to enhance their customer service skills.
- Open cohorts start in February/March, April/May 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 will focus on blending technical knowledge of operations and legislation with analysing consumer behaviour insights and data. 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 competent in using CRM systems and Excel to manage customer and business data to drive excellence within their team. They will also gain the ability to communicate effectively with customers and other stakeholders to influence decisions and deal with challenges. They will elevate standards of excellence in your organisation 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: 12-15 months
The Level 3 Business Administrator apprenticeship typically takes 13 months to complete, followed by a period of end-point assessment of approximately 3 months.
Open Cohort Intakes
February/March
April/May
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 Business Administrator.
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.
Off-the-job learning is delivered through a combination of full day and half day group workshops approximately every 3–4 weeks, which may take place online or in person.
Strategic Thinking & Business Awareness
- Link customer service to business goals, strategy, and value.
- Balance customer needs with commercial and operational priorities.
- Understand regulatory and legislative impacts on service.
Customer Journey & Experience
- Map and analyse the full customer journey and touchpoints.
- Use insights and feedback to improve service and influence change.
- Apply communication and negotiation skills for positive outcomes.
- Demonstrate cost-awareness while meeting customer needs.
Customer Insight & Analysis
- Identify customer types and tailor approaches accordingly.
- Gather, interpret, and act on feedback and data.
- Consider cultural, generational, and social factors.
Relationship Building & Collaboration
- Maintain trust and positive relationships, even in challenging situations.
- Collaborate across departments for seamless service delivery.
- Treat colleagues as internal customers and share knowledge.
- Manage escalations with awareness of historical context.
Service Improvement & Innovation
- Evaluate end-to-end service and recommend improvements.
- Implement changes aligned with laws and best practices.
- Use creative problem-solving and future-focused thinking.
Communication & Influence
- Communicate clearly and confidently, adapting style to audience.
- Influence customer decisions for mutual benefit.
- Uphold brand values and credibility.
Ownership, Professionalism & Inclusion
- Take accountability and act with integrity and reliability.
- Pursue continuous personal growth and professionalism.
- Adapt services to diverse customer needs, promoting equality and inclusion.
End-point assessment
For the Level 3 Customer Service Specialist apprenticeship, end-point assessment is provided by EFI Awards. EPA typically takes 3 months to complete.
EPA includes Practical Observation, Work-Based Project and Interview, and Professional Discussion.
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