Customer Service Practitioner Intermediate Apprenticeship – P0199

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Course Overview

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 by 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, aftercare, 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.

An apprenticeship is a job with training. You will be employed at least 30 hours a week, with 80% of your working hours in your day-to-day role, and the remaining 20% of your time engaged in training or study.

What You'll Learn

Year 1

This level 2 apprenticeship programme will require you to develop your skills, knowledge and behaviours in a professional environment and achieve a series of standards to prove your competence and skill:
– 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 the brand promise, core values, and complaints process.
– 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.
– Using customer service tools and resources – to meet customer needs and measure, monitor, and evaluate customer service levels.

Year 2

The second year will consist of gathering your evidence for the portfolio whilst completing other important skills such as:
– Communications – including interpersonal, tone of voice, and verbal and non-verbal communications.
– Using customer service tools and resources – to meet customer needs and measure, monitor, and evaluate customer service levels.

Entry Requirements

Maths and English GCSEs at grade 4/C or an equivalent qualification are required. You must have the drive to complete the demands of the apprenticeship course and become a qualified customer service practitioner. You will also need to demonstrate commitment to learning while working and spend 20% of your working hours completing off-the-job training.

How you will be assessed

On-programme is the learning phase for apprentices to pick up the skills, knowledge, and behaviours set in each standard. Apprentices need to complete 20% off-the-job training during the on-programme phase of their apprenticeship. You can track and monitor the 20% through our e-portfolio. On program assessment includes:
– Regular assessment (involving employer and training provider).
– Development of a portfolio demonstrating learning and development activities with their application in the workplace.
– End Point Assessment
End-point assessment (EPA) is the final stage that an apprentice goes through to complete their apprenticeship. The apprentice must show their learning to an independent end-point assessor and the grades available are distinction, pass or fail.
An apprentice showcase
A practical observation
A professional discussion

Course Fees

Tuition fees

Additional Costs

Cost for any re-sits


If the course is longer than one year the total fees are for the first year only and further fees may apply in future years. All fees are based on a ‘home’ learner status. Please contact us for information on overseas fees.

For more information, please see our course fee disclaimers page.

Learn more about fees

Course and Career progression

Successful learners can progress to a range of qualifications, including Apprenticeship in Team Leading. Apprenticeship in Business Administration.
You may also consider the Higher National Certificate/Higher National Diploma route in management courses or ILM courses too.

If you’re not too sure about your next steps you can make an appointment with our independent careers team.

What Happens Next

You can express your interest in this apprenticeship by completing an application form or alternatively you can apply for one of our live apprenticeship vacancies via the College website. Our apprenticeships can also be found on the government’s apprenticeship site, As with any other job application, if you are shortlisted then you will be invited for an interview at the employer’s premises. You can apply for as many apprenticeship vacancies as you want.

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