Customer Service Practitioner

Deliver exceptional service every time with our Highfield-accredited Level 2 Customer Service Practitioner apprenticeship. Over 12 months, you will master the art of customer interaction across all channels—whether face-to-face, over the phone, or through digital platforms like email and social media.

Why Choose Us?

• Tailored Learning
  Receive monthly tutor visits for personalized support, with flexible sessions conducted remotely or at your workplace.
• Blended Approach
  Access an online portfolio to track progress, and benefit from masterclasses to deepen your knowledge and connect with peers.
• Hands-On Experience
  Gain practical on-the-job support from an assigned work mentor to ensure you are applying your skills in real-world situations.
• High success rates
  Apprentices aim high on this apprenticeship with the ambition and drive to achieve at Distinction grade.
• 80% of apprentices receive a promotion at work
  Most apprentices who achieve this apprenticeship advance their careers and receive a promotion at work. Often earning more than £1,000 more than at the start of their apprenticeship.

Throughout your apprenticeship, you will receive monthly visits from a dedicated tutor, offering personalised sessions either remotely or directly at your workplace—whatever works best for you! Our innovative blended learning approach includes an interactive online portfolio, where you can upload work and track progress alongside your tutor and employer.

You will also have access to a workplace mentor who will provide practical, on-the-job support to reinforce your learning. Plus, with 6 hours of off-the-job training each week, we offer flexible options like masterclasses, allowing you to deepen your expertise while networking with fellow learners.

As you near the end of the program, you will enter the Gateway stage, where we will fully prepare you for your End Point Assessment (EPA). This final step will assess your mastery of the required knowledge, skills, and behaviours through a professional discussion, practical observation, and a showcase of evidence —ensuring you are ready to excel in your career! 

Apprentices will work towards and achieve: 

• Level 2 Diploma in Customer Service 

• Where a Level 2 English and Maths has not already been achieved, they will be required to pass Maths & English Functional Skills Level 1 and work towards a level 2 

• End Point Assessment to be completed upon learner reaching Gateway 

Stage 

Our Customer Service Practitioner apprenticeship equips you with essential core knowledge to excel in any customer-facing role:

Know Your Customers
Understand their needs and expectations to deliver outstanding service.

Understand Your Organisation
Learn how your role fits within the bigger picture.

Stay Compliant
Navigate regulations and legislation with confidence.

Master Systems & Resources
Efficiently use tools and resources to enhance productivity.

Own Your Role
Take responsibility for delivering top-tier service.

Create Exceptional Experiences
Enhance every customer interaction.

Deepen Product & Service Knowledge
Build expertise to better assist customers.

You will also develop critical core skills to handle any situation:

• Interpersonal & Communication Skills
  Build rapport and communicate effectively with customers and colleagues.
• Influence with Confidence
  Guide customers towards positive outcomes.
• Personal Organisation
  Stay organised to manage multiple tasks smoothly.
• Handle Challenges
  Resolve customer conflicts and challenges with ease.
• Adopt professional behaviours that will set you apart:
• Continuous Improvement
  Commit to self-development and being open to feedback.
• Collaborative Teamwork
  Work effectively with others to enhance customer satisfaction.

Throughout your apprenticeship, you will build a portfolio of evidence that highlights how you have mastered the essential knowledge, skills, and behaviours required for the role. This hands-on approach ensures you are fully prepared for your assessment and career.

Your journey culminates in the End Point Assessment (EPA), which includes:

A 45-minute presentation or a 4,500-word written report to showcase your achievements.
A one-hour practical observation to demonstrate your skills in action.
A one-hour professional discussion to assess your knowledge and behaviours.

Plus, you can complete your functional skills assessments online or on paper—whichever is most convenient for you.

Get ready to stand out and prove your expertise with a flexible and supportive assessment process.

A role in Customer Service can be your stepping stone to exciting opportunities, including business administration, team leading or senior customer service positions. With this apprenticeship, you will gain the skills to advance your career and open doors to new possibilities.

And the rewards are immediate—Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.

For levy-paying employers, the maximum contribution for this apprenticeship is £3,500, while non-levy employers can access the program for just £125.