Summary

This Customer Service Practitioner apprenticeship is aimed at entry-level staff or managers. This programme focuses on developing an understanding of customers, the business environment and how to provide great service to all.

This course takes a minimum of 12 months to complete.

What is Customer Service Practitioner Apprenticeship?

Customer service practitioners are normally the first point of contact within a business or organisation. They are responsible for delivering high quality service or products to customers. Customer service practitioners could be working online, on-site or travelling to homes and businesses.

Customer service practitioners work across all sectors of industry and in all sizes of organisations, but ultimately their key responsibilities are likely to include:

Understanding customers
Understanding the organisation
Following rules, regulations and legislation
Using systems and technology
Communicating effectively with colleagues and customers.

Entry

Employers will set their own entry requirements in order to start on this apprenticeship, but typically requires five GCSEs at Grade C or higher.

Duration

12 months

Progression

On completion, apprentices will be eligible to join the Institute of Customer Service as an individual member at Professional level.

Cost / Funding

Levy Payers – £3,500

Non-Levy Payers – £210

Level

Level 2

Functional skills

To complete the apprenticeship the apprentice must pass level 1 English and maths (or have the appropriate exemption certificate) and work towards and attempt level 2 before undertaking their end point assessment.

End assessment

The End Point Assessment (EPA) for the Customer Service Practitioner Apprenticeship includes:

Apprentice showcase
Professional discussion
Practical observation

Professional support

HIT Training assigns a designated Vocational Trainer to each apprentice. Alongside the apprentice they will agree on a personal learning and development plan, setting a timetable of learning activities in preparation for the End Point Assessment (EPA).

The HIT Vocational Trainer will meet with the apprentice regularly either online or face to face to complete and review assessments, provide further coaching where required and agree the next steps of learning.