About the course

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.

You will cover the following knowledge, skills and behaviours: 

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge
• Communication
• Team working
• Presentation – dress code, professional language
  

Start Date/s

01/08/2025

Entry Requirements

A minimum of three GCSEs at grade 4 or above including English Language. 

Assessment

You will produce an on programme portfolio of evidence to demonstrate your development of the required knowledge, skills and professional behaviours, over a typical duration of 12 - 15 months. At the end of your on programme learning you will undertake an end point assessment with an external organisation. This will involve successful completion of a showcase portfolio, practical observation and professional discussion. You may be required to undertake functional skills in Maths and English. 

Careers & Progression

Progression onto the Level 3 Business Administrator Apprenticeship is available if suitable.