The Level 3 Customer Service Specialist Apprenticeship typically takes around 18 months to complete, giving learners plenty of time to build advanced communication and problem solving skills and apply them confidently in their day-to-day role. The programme is designed to be steady, practical and directly relevant to the realities of working in healthcare.
Level 3 Customer Service Specialist Apprenticeship
Outstanding service is about more than just a friendly face. The Level 3 Customer Service Specialist Apprenticeship helps learners develop the expertise to manage complex queries and support patients with confidence.
Employer GuideLearner Guide
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Course Overview
Level 3 Customer Service Specialist Apprenticeship
Course Overview
The Level 3 Customer Service Specialist Apprenticeship is ideal for experienced customer service professionals ready to take the next step in their career. With a focus on healthcare environments, the programme helps learners manage complex queries, build lasting relationships and deliver outstanding patient care.
Running over 18 months, the apprenticeship develops advanced skills in communication, problem-solving, service improvement and leadership. Training combines online and face-to-face learning, with progress supported through Aptem—our e-portfolio system that keeps learners on track throughout their journey.
The programme explores key areas such as business understanding, customer insight, teamwork, service delivery and handling challenging situations. Learners also build confidence in mentoring others, driving continuous improvement and aligning great customer service with organisational goals.
Assessment is completed through an independent End-Point Assessment (EPA), which typically includes a portfolio of evidence, a professional discussion and a practical observation to showcase the learner’s competence as a customer care specialist.
Upskilling your team with tend means:
- Who is this for?
- Course Benefits
- Off-the-job hours
- EPA
Who is this for?
Who is the Level 3 Customer Service Specialist Apprenticeship suitable for?
This apprenticeship is ideal for those stepping into—or already working in—a specialist customer-facing role within healthcare, such as patient liaison officers, service advisors, team leaders or complaints handlers.
It’s perfect for people who want to develop advanced communication skills, strengthen their customer service expertise and take on greater responsibility—while helping their organisation deliver outstanding patient care and service excellence.
Typical roles that may benefit include:
- Senior receptionists in care homes or assisted living centres
- Patient service advisors and coordinators
- Contact centre or call-handling specialists
- Customer service team leaders in healthcare settings
- Experienced customer service apprentices progressing from Level 2
Course Benefits
Course Benefits
This apprenticeship develops healthcare customer service specialists who can handle complex queries, support patients with professionalism and mentor colleagues. Learners gain advanced skills, while employers benefit from stronger service standards and improved patient experiences.
- Level 3 Customer Service Specialist Apprenticeship
- Independent End-Point Assessment (EPA)
- Training through face-to-face and online learning
- Advanced communication and problem-solving skills
- Confidence with sensitive patient enquiries
- Ability to mentor and support junior staff
- Improved patient satisfaction and service reputation
- Clear progression into senior customer service roles
Off-the-job hours
Off-The-Job Hours
Although it’s called ‘off-the-job’ training (OTJT), learners don’t need to spend their own free time completing this programme. Learning new skills and undertaking new role-specific duties can be done through a wide range of activities, all performed during working hours.
A good way for the learner to build up their required hours is by discussing and evidencing any learning and development activities they’ve undertaken that week. They can do this with you and their Development Coach. For more information about off-the-job hours and completing courses, read our handy guide.
Learn MoreOff-The-Job Activities can be:
EPA
End Point Assesment EPA
This programme has a requirement for an End Point Assessment (EPA). Once all the programme’s modules have been covered and all evidence has been submitted, the EPA process will begin to complete the apprenticeship.
The EPA is the final stage of the apprenticeship. It’s conducted by an independent End Point Assessment Organisation (EPAO) to determine whether the learner has developed the skills, knowledge and behaviours outlined in the apprenticeship standard. To ensure best possible results, tend® Development Coaches will fully prepare your apprentices for their assessment.
Employer guideLearner guide1. Completion of training
All apprenticeship requirements are achieved, including the portfolio, functional skills (if needed), and the required off-the-job training hours logged.
2. Internal Verification
The portfolio is verified and quality checked internally. Certification is claimed where relevant, ensuring all evidence is approved before Gateway.
3. Gateway and Registration
All evidence and documents are submitted at Gateway. The End Point Assessment Organisation (EPAO) is engaged, and an assessor is allocated.
4. Assessment Planning
A planning meeting between the assessor, employer, and training provider confirms the assessment schedule, and any evidence submissions required.
5. Assessment Delivery
The Learner gives a presentation of their final project, showcasing all they have learned throughout the course.
6. Results and Certification
Assessment outcomes are graded (fail, pass, merit, or distinction) Certificates are issued, with resits or retakes available if required.
Course Modules
We embed deep knowledge and expertise through career building apprenticeships strengthened with broader skill building top-up courses.
Each combination tailored to your organisation’s requirements. This is what makes tend-trained professionals resilient to the stresses and strains of a demanding, yet rewarding career.
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View courseFrequently Asked Questions
How long does the Customer Service Specialist apprenticeship take?
What makes this Customer Service Specialist apprenticeship different from Level 2?
What kind of training will learners receive?
How do learners prove their progress?
Who is this Customer Service Specialist apprenticeship designed for?
How much weekly study time is needed?
Why should employers invest in this Customer Service Specialist apprenticeship?
Can the Customer Service Specialist programme be tailored to different roles?
What support is available for apprentices?
What progression opportunities follow this Customer Service Specialist apprenticeship?
