Customer Service Practitioner

Customer Service Practitioner Level 2

The Customer Service Practitioner apprenticeship is an ideal programme for anyone who is starting or has just started a Customer Service Practitioner role. We support and train apprentices to be able to offer a quality and confident service for customers. Apprentices are taught the underpinning knowledge, skills and behaviours to be successful in their role.

Customer Service Practitioner


13 Months


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.

This is an entry level programme to help develop the knowledge, skills and behaviours of individuals to be successful customer service professionals.

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

We’ll help develop the skills of your workforce to be able to consistently deliver the highest standard of customer service possible, provide a great customer experience and confidently handle general queries.

Apprentices will benefit from:

  • An expert and dedicated sector specialist Trainer providing ongoing training, guidance and support
  • 1-2-1 Trainer visits in the workplace
  • Webinars
  • Remote support as and when the apprentices need assistance
  • 24/7 access to a range of online learning modules, materials and resources
  • Progress reviews, including a pre-gateway and final gateway review before end point assessment
  • An e-portfolio, OneFile to record all learning activities. OneFile is an industry leading and award winning online service which can be accessed 24/7 anywhere and through any device
  • End point assessment preparation and support ensuring your apprentices are ready to progress
  • Support from English/maths specialists if required

What will apprentices learn?

Apprentices will develop a range of new skills designed to influence and improve the customer experience. All of the learning is focused on helping the apprentice 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

Apprentices 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.

Is the apprenticeship suitable for your business?

All training for the Customer Service Practitioner is delivered on an individual 1-2-1 basis or in groups by our expert staff throughout the year on a roll on roll off basis.

The 13 month blended learning programme provides you and your apprentices with a flexible delivery model.

This apprenticeships works best for those individuals in a role handling frontline enquiries and using a variety of communication methods to manage and support your customers. This could be face-to-face, telephone, post, email, text or social media.

We’ve got the expertise to tailor the programme to your needs, so with your support we can revise and flex the curriculum to focus on your key products and services. Together we can create material that is truly relevant to you.

The flexibility in our delivery model, the expertise we can share and the quality of the learning experience your apprentices will receive, means you can be confident that the programme is right for you and your staff.

Throughout the programme we’ll also regularly meet you and your apprentice to ensure an understanding of progress being made, reporting on development as well as monitoring against the requirements of the programme, including meeting the 20% off the job.

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