Customer Service Practitioner

Customer Service Practitioner Level 2

The Customer Service Practitioner apprenticeship helps you to deliver and maintain a consistent high quality service to customers. It’s an ideal programme for anyone who is starting or has just started a Customer Service Practitioner role. We’ll provide you with the underpinning knowledge to be successful in your role and the skills required to be able to offer a quality service for your customers.

Customer Service Practitioner


13 Months


Case Studies

About the programme

Our 13 month Customer Service Practitioner apprenticeship has been designed by a team of curriculum experts to create a high quality customer focused learning experience.

We’ll help develop your skills to be able to consistently deliver the highest standard of customer service possible. You’ll be trained in the essential skills you need to successfully and competently fulfil your role. We’ll support you to be able to provide a great customer experience and confidently handle general queries.

Is the apprenticeship for you?

This is an entry level programme to help you develop the knowledge, skills and behaviour to be a successful customer service professional. You’ll be in a role handling frontline enquiries using a variety of communication methods to manage and support your customers across a wide range of situations, including face-to-face, telephone, post, email, text and social media. Key to your role will be handling various customer service queries but with a clear escalation route for any issues or more complex queries. Queries you handle could include one-off or routine contacts, dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care or service recovery.

Apprentices starting the Customer Service Practitioner apprenticeship will typically have inter-personal skills and the experience of working with customers in some capacity.

You must have or achieve Level 1 English and Maths and have taken the Level 2 test prior to taking the end point assessment for the apprenticeship. Our skilled and specialist staff are able to provide further information, guidance and support with English and maths training and helping you to meet these requirements if you need it.

What you’ll learn

Throughout the apprenticeship you’ll develop a range of new skills designed to help you create and influence your customer’s experience. All of the learning is focused on helping you to be a successful customer service adviser, gathering feedback and providing appropriate solutions.

Learning topics include:

  • Customer experience
  • Dealing with difficult situations
  • Understanding targets and goals
  • Team work
  • Communication skills

How you’ll learn

All training for the Customer Service Practitioner is delivered on an individual 1-2-1 basis or in groups by our expert staff. Our 13 month blended learning programme includes:

  • Support from a dedicated Trainer
  • 1-2-1 Trainer visits
  • Webinars
  • Remote support
  • Virtual learning tasks
  • Self-study learning tasks
  • Progress Reviews (with the employer, apprentice and Trainer)
  • Mentoring and Coaching
  • Ongoing information, advice and guidance
  • End point assessment preparation, including regular progress checks, support and gateway readiness checks so that you’re ready for the end assessment (observation, discussion and showcase of what you’ve learnt)

You will also record and track learning progress through the OneFile e-portfolio, helping to support and evidence your journey. OneFile is an industry leading and award winning online service which can be accessed 24/7 anywhere and through any device.

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