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Customer service practitioner

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Summary of this apprenticeship standard

Level

2 (equivalent to GCSEs at grades A* to C)

Typical length
12 months
Current funding band
Up to £4,000 per apprentice.
More information about funding
Entry requirements

Set by employer.

What apprentices will learn
  • customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
  • business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  • communications - including interpersonal, tone of voice and verbal and non-verbal communications
  • presentation - including dressing appropriately and using positive and confident language
  • using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels
Qualifications

None specified.

Before taking their end-point assessment apprentices must:

  • achieve level 1 English and maths (equivalent to GCSEs at grades D to G)
  • take the test for level 2 English and maths (equivalent to GCSEs at grades A* to C)
Professional registration

Apprentices will be able to join the Institute of Customer Service as an individual member at professional level.

End Point Assessment
View a list of end point assessment organisations for this standard
Organisation Phone Number Email
NCFE/CACHE 0191 239 8000
Active IQ 01480 467950
Skillsfirst Assess 0121 270 5100
Innovate Awarding Limited 0117 3142800
Training Qualifications UK 03333 583 344
City and Guilds 0844 543 0000
NOCN 0114 227 0500
Occupational Awards Limited 01235 432 032
Pearson Education Limited 07711 390 910
BIIAB 01276 684449
Highfield Awarding Body for Compliance (HABC) 0845 226 0350
iCQ 07984 201555
VTCT 023 8068 4500
More Information

The Institute for Apprenticeships has more detailed information about this apprenticeship.