The National Logistics Academy

Customer service - Level 3

Suitable roles for apprentices

Customer relationship manager/ customer service co-ordinator / customer service team leader


3 (equivalent to A levels at grades A to E)

Typical length

12 months 

Entry requirements

Set by employer.

What apprentices will learn

  • Developing strategies for organising and delivering with customer service
  • The key concepts and practices that underpin customer service delivery
  • The relationship between customer service and a brand
  • How to resolve customer issues
  • How to manage your own time, performance and workload


Apprentices will achieve a combined practical and theory-based qualification:

  • Diploma in Customer Service


This apprenticeship is delivered in the workplace. The apprentice gains the knowledge, skills and experience for providing customer service in a senior or supervisory role.

The apprenticeship training is tailored to the needs of the individual employer and is delivered by highly qualified and technically competent training advisors. The programme is a blended combination of on the job tuition and assessment, workshops, e-learning content and professional discussions.

Additional training may be included such as short courses in speaking and listening skills or giving presentations as appropriate.