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Customer Service Practitioner - Intermediate Apprenticeship


The role of a customer service practitioner is to deliver high quality products and services to the customers of an organisation, delivered from the workplace, digitally, or external visits. 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.

Next course dates

Start date Location Duration
01 Aug 2023
Employer's Premises
01 Aug 2024
Employer's Premises

Where can this subject lead?

Career progression

This level 2 apprenticeship can support career development into the following roles:

  • Customer Service Trainee
  • Customer Service Assistant/Agent
  • Customer Representative/Agent

It could also support a move into team leadership/supervision or business administration.

What will I learn?

Industry placement, field trips and guest speakers

The Apprentice must be if full time employment, working a minimum of 30 hours a week, with a contract of employment.

The employer must be in agreement to allow the Skills Coach and Specialist Practitioner access to the learner.

How will I be assessed?

How will I be assessed?

You will develop your skills, knowledge and behaviours in the following areas:


  • understanding your organisation
  • meeting regulations and legislation
  • systems and resources
  • customer experience
  • product & service


  • Interpersonal skills
  • communication
  • influencing skills
  • personal organisation
  • dealing with customer conflict & challenge


  • Developing staff
  • being open to feedback
  • team working
  • equality & presentation