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Customer Service

A Customer Service Practitioner apprenticeship is a Level 2 course that is beneficial to those who are in a customer facing role within any type of business. The main role of a Customer Service Practitioner is to deliver high quality products and services to customers of their organisation. The apprenticeship should take no less than 12 months to complete.


Key responsibilities are likely to include:

  • Dealing with orders and payments
  • Offering advice, guidance and support
  • Meet and greet
  • Sales
  • Fixing problems
  • Gaining insight through measuring customer satisfaction


Apprenticeship Overview

The apprentice will undergo 20% off the job training to prepare them for the End Point Assessment. This delivery time will be negotiated with the employer to minimise the impact of the operational commitments of your organisation.

The apprentice will be provided with support from an Independent Assessor and Mentor to aid them throughout the apprenticeship, with one day a week off the job training. A qualification will be ran alongside this apprenticeship.

An apprentices showcase has to be built up throughout the duration of the apprenticeship and a practical observation and professional discussion will be arranged as part of the End Point Assessment. The apprentices must pass all three assessments in order to complete the apprenticeship programme.


On Completion the Apprentice will receive:

  • Level 2 qualification in Customer Service
  • Level 2 Functional Skills in Maths or English (if not already achieved)
  • Relevant work experience
  • Combination of on and off the job training
  • Individual Member at Professional Level with the Institute of Customer Service (can be applied for by apprentice)


Entry Requirements

Entry requirements must include five GCSEs at Grade C or higher.

Apprentices without a Grade C or Level 1 Maths and English qualification will have to achieve this prior to taking the End Point Assessment.