Course Type: Part Time,Apprenticeship

Apprenticeship standard: Customer service practitioner Level 2

This new apprenticeship standard is designed as a minimum 12-month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role.

The role of a customer service practitioner is to deliver high quality products and services to your organisation’s customers.  Apprentices may be the first point of contact and work in any sector or organisation type, their actions will influence the customer experience and the customer’s satisfaction with the organisation.

This role requires apprentices to perform a range of service delivery functions that may be one-off or routine contacts, and could include the following tasks:

  • offering advice guidance and support

  • meet-and-greet

  • sales

  • fixing problems

  • after care

  • service recovery

  • gaining insight through measuring customer satisfaction (evaluation and feedback)

  • dealing with orders

  • payments

In order to meet the apprenticeship standard, your apprentice will undertake a minimum 12 month period of on-programme learning and development.   Your apprentice will be assigned a trainer who will support you to manage the continuous assessment process. 

The skills and behaviours your apprentice will develop throughout the programme include:

  • dealing with customer conflict and challenge

  • influencing skills

  • developing self

  • being open to feedback

The on-programme pace will be driven by the apprentice as well, by the breadth of experience you as the employer can provide your apprentice.   The end point assessment will take place after the 12 month programme.

Apprentices must also have achieved a minimum of Level 1 English and Level 1 Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship. 

Progression Opportunities

On successful completion of this Apprenticeship standard, your apprentice has the opportunity to progress to the following:

  • employment within a range of Customer Practitioner job roles

  • a Customer Experience Specialist Apprenticeship Programme

  • further study

Successful achievers will be eligible for Individual Membership of the Institute of Customer Service at Professional Level.