Level 3 Customer Service Specialist Apprenticeship

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

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

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.

Off-The-Job Activities can be:

Attending Team Meetings

Shadowing Team Members

Attending Work Events

Mandatory Training and e-Learning

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.