Level 2

| 12 months

Customer Service Practitioner Apprenticeship

Foundation skills for providing quality customer service.


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.


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


12 months


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 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.

Download our factsheet

Customer Service Practitioner Apprenticeship facesheet
Download Factsheet

Apply for an apprenticeship!

Looking for an exciting and rewarding career that offers on-the-job training, valuable skills, and a chance to earn while you learn?

Consider an apprenticeship!

Learn more


People we work with

We take great pride in partnering with leading hospitality and retail brands, as well as independent businesses across the UK to support their employees' career pathways.

Customer Service Practitioner Apprenticeship



Contact us today to discuss the training needs of your business

Sign up to news, events and great resources