Customer Service Practitioner Apprenticeship

Providing customer service products and services for businesses and other organisations.

Build confident, customer focused professionals who represent your brand at its best.

The Customer Service Practitioner Apprenticeship is designed to help organisations develop reliable, professional employees who deliver consistently high quality customer service across all channels. As the first point of contact for many customers, these individuals play a vital role in shaping customer perception, satisfaction and loyalty.

This apprenticeship focuses on developing strong communication skills, professionalism and confidence, enabling apprentices to handle customer interactions effectively while aligning with your organisation’s values, systems and service standards. Apprentices apply their learning directly in the workplace, ensuring service quality improves as skills develop.

By investing in this apprenticeship, businesses can strengthen their customer service capability, improve consistency and build a workforce that supports long term growth and reputation.

Who is this apprenticeship for?

This apprenticeship is suitable for organisations across all sectors where customer service is essential to success.

It is ideal for:

  • Businesses with customer facing roles across multiple channels

  • New hires starting a career in customer service

  • Existing employees looking to formalise and strengthen their skills

  • Teams handling orders, enquiries, payments or aftercare

  • Organisations aiming to improve service consistency and professionalism

This programme works particularly well where customer experience directly impacts retention, reputation and business performance.

What does this apprenticeship bring to your business?

The Customer Service Practitioner Apprenticeship helps organisations build capable teams who deliver consistent, professional service.

Key benefits include:

✔ Improved customer satisfaction and loyalty
✔ Stronger communication and interpersonal skills
✔ More consistent service delivery across teams
✔ Improved handling of enquiries, complaints and aftercare
✔ Employees aligned to brand values and service standards
✔ Increased confidence and accountability in customer-facing roles
✔ A cost-effective way to develop essential customer service skills

By developing skills internally, businesses create employees who understand their customers, systems and expectations.

Why learning on the job makes the difference

Completing this qualification through an apprenticeship allows customer service skills to be developed and applied in real customer interactions. Apprentices gain confidence while handling live enquiries and transactions, improving service quality as they learn. For employers, this means immediate improvements in customer experience, with apprentices contributing to business performance from day one.

Institute For Apprenticeships

Curriculum Outline

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Know your customers
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Understanding the organisation
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Meeting regulations and legislation
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Systems and resources
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Your role and responsibility
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Customer experience
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Products and service knowledge
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Interpersonal skills
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Communication
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Influencing skills
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Personal organisation
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Dealing with customer conflict and challenge
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Developing self
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Being open to feedback
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Team working
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Equality-treating all customers as individuals
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Presentation-dress code, professional language
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Right first time

The Customer Service Practitioner Apprenticeship is designed to develop skilled professionals who deliver exceptional service, build customer relationships, and enhance overall business success. As the first point of contact in many customer interactions, a well trained customer service practitioner plays a key role in shaping customer experience, satisfaction, and loyalty.

This apprenticeship equips employees with the knowledge, skills, and behaviours required to provide high quality service across various communication channels, including face to face, telephone, email, and social media. Apprentices will learn how to understand customer needs, manage expectations effectively, and handle orders, payments, complaints, and aftercare with professionalism and efficiency.

A strong focus is placed on ensuring apprentices align with your organisation’s service standards, brand values, and regulatory requirements. They will gain expertise in using business systems, managing customer interactions, and improving service quality through feedback and performance monitoring.

By investing in this apprenticeship, employers can develop confident, customer  focused employees who enhance service delivery, improve customer satisfaction, and contribute to business growth. This programme helps create a workforce that is proactive, adaptable, and committed to maintaining high service standards in any sector.

Apprenticeship Overview

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Apprenticeship Standard Reference Number

ST0072
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Apprenticeship Learning aim code

Z0001875
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Apprenticeship LAR code

122
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Apprenticeship Level

Level 2
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Maximum Funding band

£3500
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Delivery time

12 Months Practical + EPA
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EPA Awarding Body

TQUK