Customer Service Practitioner

Occupational Profile

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Each apprentice has a nominated Assessor who will provide co-ordination between the employer, County Training and the apprentice, giving continuity and support throughout the apprenticeship.

What qualifications will I gain?

There are two levels of apprenticeship available, the intermediate Level 2 and the Advanced Level 3.

Intermediate Apprenticeship (Level 2)

  • Level 2 NVQ Certififcate in Customer Service - this is the competency part of the qualification and essential for you to achieve the full apprenticeship. This part shows that you are competent in performing the skill, trade or occupation your apprenticeship requires.
  • Level 2 Certificate in Principles of Business Administration - to show that you have the necessary technical skills, knowledge and understanding of theoretical concepts as well as knowledge and understanding of the relevant market and industry.
  • Functional Skills - Providing you will a good level of literacy, numeracy and IT skills. Level 1 English, Level 1 maths and Level 1 ICT.

Advanced Apprenticeship (Level 3)

  • Level 3 NVQ Diploma in Business Administration - this is the competency part of the qualification and essential for you to achieve the full apprenticeship. This part shows that you are competent in performing the skill, trade or occupation your apprenticeship requires.
  • Level 3 Certificate in Principles of Business Administration - to show that you have the necessary technical skills, knowledge and understanding of theoretical concepts as well as knowledge and understanding of the relevant market and industry.
  • Functional Skills - Level 2 English, Level 2 Maths and Level 2 ICT

How will I be trained?

Apprenticeships are designed with the help of the employers in the industry, so they offer a structured programme that takes you through the skills you need to do a job well. There are targets and checks to make sure that your employer is supporting you and you are making progress.

As an apprentice you will be in employment for the course of your training. . The majority of yoru training will take place in the workplace but some off the job training will be offered. Your employment will usually be for at least 30 hours per week.

You still study for a Technical Certificate in this subject area.You will be tested via a multiple choice assessment at the end of each module. This is set by the awarding body.

How will I be assessed?

Assessment will take place through appointments at the work place as well as via theory which is demonstrated through a portfolio of evidence. Work-based observations are also carried out. Any relevant prior knowledge you may have will be used to assist in planning the programme and training.

What are the entry requirements?

Intermediate Apprenticeship (Level 2)

  • You would normally be expected to have 4 GCSEs at grade E or above (including maths and English), or a relevant vocational qualification at Level 1 or above
  • Those applicants without formal qualifications but who can evidence substantial and relevant sector work experience will also be considered.
  • Applicants  will be offered a place once they have secured employment and subject to a satisfactory initial assessment in maths and English.

Advanced Apprenticeship (Level 3)

  • You would normally be expected to have 5 GCSEs at grade C or above (including maths and English), or a relevant vocational qualification at Level 2 or above.
  • Those applicants without formal qualifications but who can evidence substantial and relevant sector work experience will also be considered.

Key Facts


 Venue: Available throughout Shropshire and Telford

Minimum Age: 16

Level: 2 and 3

Duration: This apprenticeship will take a minimum of 12 months to complete

Typical Employment:
From the Level 2 Intermediate Apprenticeship, opportunities include customer relationship manager, customer support agent, customer service operator and customer relations officer.

From the Level 3 Advanced Apprenticeship roles could include customer service supervisor, customer service manager or senior advisor.

Contact: 0345 6789023

Email: enquiries@ctapprenticeships.co.uk