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Customer Service



The customer service apprenticeship helps you to deliver a high-quality service to customers. You will develop the skills needed to be successful in your role and offer a quality service for all your customers and your organisation.

Downloadable Content

The programme in brief

Level 2 Customer Service Practitioner Apprenticeship Standard

Duration - 12 months & 3 months End-Point-Assessment

Blended approach to delivery which could include webinars, face-to-face, Skype, telephone and online learning

Level 1 Functional Skills where appropriate

Non-levy employer contribution (5%) - £175 

Levy paying employer contribution - £3500

About the course

Our customer service practitioner apprenticeship has been designed by a team of curriculum experts to create a high quality customer focused learning experience.

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.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Is this course right for you?

This is an entry level programme to help you develop the knowledge, skills and behaviours to be a successful customer service professional. You’ll be in a role handling frontline enquiries, using a variety of communication methods to manage and support your customers across a wide range of situations, including face-to-face, telephone, written communication and social media.

It’s an ideal programme for anyone who is starting in customer service or has just started a customer service practitioner role.

You’ll be supported by an expert team throughout the apprenticeship with a programme designed by leading customer service specialists so that you gain a quality learning experience by the sector and for the sector.

What you will learn

Throughout the apprenticeship you’ll develop a range of new knowledge, skills and behaviours; designed to help you create, handle and influence your customer’s experience. All of the learning is focused on helping you to be a successful customer service adviser, gathering feedback and providing appropriate solutions.


Learning topics include:

  • Customer experience

  • Dealing with difficult situations

  • Regulations and Legislations

  • Understanding targets and goals

  • Team work

  • Personal organisation

  • Communication skills

How will I learn?

Our sector expert staff will support you to achieve the apprenticeship. We have highly skilled and knowledgeable staff with significant experience of working in the industry who will be able to share their experiences and support you.

We deliver the programme throughout the year providing you with the flexibility to start the apprenticeship when it meets your needs. All learning is either on a 1-2-1 basis or small group webinars so you have the best experience possible with sector experts.

We have designed a flexible programme which is typically delivered on a 1-2-1 basis and includes:

  • Assessment and induction

  • Face-to-face sessions (or remote delivery)

  • Regular 1-2-1 support (face to face and/or remote)

  • Assignments

  • Observations

  • Ongoing mentoring, coaching and support (including information, advice and guidance)

  • Specialist English and/or Maths support (if needed)


You will also record and track your learning progress through your e-portfolio, helping to support and evidence your journey.

There will be an external assessment at the end of the programme, once the apprentice has achieved the ‘gateway’ requirements. This includes achieving the Level 5 Diploma in Leadership and Management for Adult Care. End-point assessment methods, timescales and location

 The end-point assessment consists of two distinct assessment methods:

  1. Observation of leadership

  2. Professional discussion


The end-point assessment must be completed over a maximum period of three months after the apprentice has met the EPA gateway requirements.


  • Level 5 Diploma in Leadership and Management for Adult Care.

  • Level 2 English and Maths (If not completed prior to starting the programme). For those with an education, health and care plan, or a legacy statement, the apprentice’s English and Maths requirement is Entry Level 3 at a minimum. For those whose primary language is British Sign Language (BSL), the qualification BSL is an alternative and viable qualification.


Having successfully completed this qualification, learners will have the opportunity to progress to the following:​​

  • Senior Leader at Level 7

View Full Job Description On Institute For Apprenticeships

View Assessment Plan

  • Apprenticeship Standard at Level 2.

  • Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.


Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

You may also chose to progress your education on to:

  • Customer Service Specialist at Level 3

  • Team Leader or Supervisor at Level 3

View Full Job Description On Institute For Apprenticeships

View Assessment Plan

Achievements and progression
End Point Assessment

The end point assessment is undertaken by an independent assessment organisation chosen by your employer and comprises of an apprentice showcase, a practical observation and a professional discussion. You will need to pass all three components to achieve and complete your apprenticeship. 

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