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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 qualification 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 Customer Service Practioner and Level 1 functional skills in English and maths (all learners have to attempt a level 2 qualificaion). 
  • When learner, employer and assessor have agreed that the standard required has been met, the learner will be entered for End Point Assessment.

Advanced Apprenticeship (Level 3)

  • Level 3 Customer Service Specialist and Level 2 Functional Skills in English and maths.
  • When learner, employer and assessor have agreed that the standard required has been met, the learner will be entered for End Point Assessment.

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 your 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.

How will the qualification be achieved?

The majority of training will be completed in the workplace and the qualification will be comprised of theory work, assessor observation and professional discussions. The assessor will visit the learner at work on a regular basis to assess and monitor their progression. Depending on circumstances some individuals will just work towards the vocational qualification, whilst others way work towards an Apprenticeship.

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 24 months at Level 2 and 18 months at Level 3.

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.

for further information please see the institute for Apprenticeship website - Customer Service Apprenticeship Standard-L2

Customer Service Apprenticeship Standard-L3

Contact: 0345 6789023

Email: enquiries@ctapprenticeships.co.uk