Programme Overview
18 month programme + End Point Assessment | Nationally recognised qualification
Fully funded – there’s no cost to you as a learner. You’ll earn a real salary in a paid, full-time role from day one.
As a Customer Service Specialist, you’ll become a go-to expert for resolving complex queries, supporting your team, and driving service improvements. This programme will develop your leadership, critical thinking, and data analysis skills so you can influence change and deliver lasting impact within your organisation.
Who It’s For
This programme is designed for those who already work in customer-facing roles and are ready to step up as a senior advisor, escalation point, or team expert. You might be leading on complex enquiries, coaching others, or looking to influence how service is delivered in your organisation.
”This programme is about going beyond the basics. It’s about becoming a trusted advisor and taking ownership of the customer experience from start to finish. I’ll help you build the confidence to lead, challenge, and make real improvements where it matters most.
Skills You’ll Build & What You’ll Learn
What You'll Learn
- Understand the full customer journey and your role in shaping it
- Evaluate business processes and make recommendations for service improvement
- Use customer insight and data analysis to inform strategy
- Understand commercial factors and regulatory frameworks
- Apply a range of leadership styles in customer service environments
Skills You’ll Build
- Complex problem-solving and decision-making
- Service improvement planning and implementation
- Leadership and coaching within your team
- Managing customer expectations and escalations
- Data-driven service evaluation
Qualification & Accreditation
You’ll gain the Customer Service Specialist Level 3 Apprenticeship (equivalent to A-levels).
You may also complete Level 2 Maths & English Functional Skills, if required.
Completion of this apprenticeship leads to eligibility for professional membership with the Institute of Customer Service.
What the Programme Looks Like
A blended, wraparound learning experience designed to help you grow as a service leader – with all your progress tracked and supported through our smart learning platform, Aptem.
What You Will Experience
- Monthly training modules led by industry-expert coaches, designed to deepen your strategic thinking
- 6–8 hours per week of off-the-job training/learning
- Live workshops with real-world application
- Ongoing 1:1 mentoring and personalised feedback
- Online study and practical reflection via Aptem
- Structured on-the-job learning aligned with your day-to-day responsibilities
- Final End Point Assessment (EPA) to demonstrate everything you’ve achieved
Career Progression
Completion unlocks roles such as:
Many learners move on to Leadership & Management Level 3 or 5, or specialise further in service operations, training, or insight roles.
Your Experience as a Futurist
At Diverse Futures, you’re not just starting a programme – you’re joining a movement. As a Futurist, you’ll grow in confidence, build skills that last, and be part of a community that believes in making a difference.
You’ll get access to enrichment opportunities, inspiring events, and a network of peers and alumni who’ve got your back. We’re a proud B Corp with a mission to open doors – and keep them open for those coming up behind.
With safeguarding and wellbeing built into every step, you’ll grow in a place that’s safe, supportive, and serious about your future.
Why Employers Choose Diverse Futures
Unlock your Team’s Potential:
- Apprentices bring fresh energy and enthusiasm that lifts team morale and sparks innovation
- Hiring apprentices helps build a loyal, skilled workforce tailored to your company’s needs
- Fully funded through the Apprenticeship Levy – no extra cost to your business
Programme-Specific Benefits:
- Trusted specialists who improve customer satisfaction and reduce escalations
- Team members able to mentor, coach and drive service performance
- Enhanced use of data and insight to inform customer strategy
Who Can Apply
We believe talent is everywhere but opportunity isn’t.
We back young adults from low-income, diverse, and state school-educated backgrounds to break into industries they’ve historically been excluded from. We champion those already in work, helping them grow, upskill, and thrive.
Our programmes are inclusive and open to people at different stages of life and career. If you’re ready to show up and put in the work, you’re in the right place.
Depending on the level and employer requirements, our programmes are open to:
- School leavers aged 16+ (we’ll guide you if the role requires 18+)
- Career changers
- Jobseekers
- Current employees looking to upskill
To be eligible, you must:
- Have the right to work in the UK
- Have lived in the UK or EEA for the past 3 years
- Be in a role where you can apply your learning (we can help you find one)
- Not already hold a qualification in the same subject
- Not be studying another government-funded qualification
Your training is fully funded, and you’ll earn a salary while gaining real experience in a full-time role.
- We work with employers who value character, attitude, and aptitude to learn, not just CVs.
- We unlock potential so everyone has the chance to thrive.
Testimonials
”This programme challenged me to step up and own the customer journey. I feel more confident, respected, and ready to take on more.
Olivia, Customer Service Specialist
Explore More Pathways
Looking for Something Different?
Explore our apprenticeship suites:
Key Insights
Who
This programme is designed for those who already work in customer-facing roles and are ready to step up as a senior advisor, escalation point, or team expert.
Career Progression
Completion unlocks roles such as:
Customer Service Team Leader • Escalation Specialist • Service Quality Analyst • Customer Success Manager
