Customer Service Practitioner

Key Information

Level 2
Typical Duration 12 Months (not including end point assessment)
Delivery Model One-to-one support and workshops
Delivery Location Workplace and Frontier House, Salford Quays, M50 3SR
Start Date Flexible

Programme Summary

A Customer Service Practitioner represents their organisation in a professional manner, and delivers a high quality service digitally, or using the customer’s own locality. Their role may include meet-and-greet, sales, service recovery, dealing with orders, payments, and giving advice. You may be the first point of call for your organisation. Your actions will influence the customer experience, so excellent customer service skills and behaviours are required. You may interact by telephone, email, text and social media.

What will you learn?

You will gain knowledge, skills and behaviours during the apprenticeship, including:

  • Understanding who customers are, and the difference between internal and external customers. This will include learning about the different needs of customers and managing their expectations
  • Learning the purpose of the business and their ‘brand promise’. This will involve learning about the organisations policies and procedures
  • Knowing how to use systems, equipment and technology within your organization, and how to use them to support customers
  • Your roles and responsibilities in the organisation
  • Learning about the customer experience and how you influence this

You will gain the following skills:

  • Interpersonal skills
  • Communication skills
  • Influencing skills
  • Organisation
  • Dealing with customer conflict and how to challenge it

You will learn the following behaviours:

  • How to present yourself and dress code
  • Equality of customers
  • Team working
  • How to be open to feedback
  • How to develop your own knowledge and skills, and how to take ownership

How is it delivered and assessed?

It typically takes 12 months to complete the apprenticeship, but this will vary depending on your experience and working pattern.

You will be allocated a Trainer Assessor who will support you throughout the apprenticeship with regular monthly sessions. This is flexible to your requirements, however, contact is available and encouraged outside of this time so each apprentice receives the help they need. Trainer Assessors make good use of digital platforms to support this.

Workshops are available for groups, and can be managed with employers at enrolment.

Practical Period

  • New knowledge, skills and behaviours are delivered and assessed by your Trainer Assessor, with the support of your employer
  • 20% off the job training is a mandatory requirement of all apprenticeship standards
  • You will complete a Level 1 in maths and English, if applicable


The gateway is the opportunity for the provider and employer to agree whether the apprentice is ready and ready to take their End Point Assessment (EPA).

End Point Assessment

The end point assessment is synoptic, and takes place at the end of the apprentice’s learning and development. The requirement is that the end point assessment is completed within three months from the start of the end point assessment period. The end point assessment is made up of the following components:

  • A practical observation in the workplace
  • The apprentice showcase
  • A professional discussion

Entry Requirements

All apprentices must achieve a Level 1 in maths and English before the end point assessment, or provide a certificate of prior achievement which is equivalent.

Interested in this apprenticeship? Apply now.