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Level 2

Customer Service Practitioner Apprenticeship

This minimum 12-month apprenticeship consists of:

  • Functional Skills Maths (Level 1)
  • Functional Skills English (Level 1)
  • An independent end assessment

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. These services may be delivered from the workplace, digitally or through going out into the customer’s own locality.

Duties may be one-off or routine, and typically include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.

They are often the first point of contact, and their actions will influence the customer experience and satisfaction with the organisation. They will demonstrate excellent customer service skills as well as product and/or service knowledge when dealing with customers. 

Customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media. These team members provide service in line with the organisation’s customer service standards and within appropriate regulatory requirements. 


Progression:

Progression from this apprenticeship is expected to be onto a hospitality supervisory or team leading role.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Download Course Sheet


Entry requirements

An employer will determine their own entry requirements for an employee to commence this apprenticeship, but these general entry requirements apply; you have to be aged 16 years or over and must be working in the hospitality and catering sector for at least 30 hours a week. You also need to be a resident in England and not taking part in full-time education.

If you are not yet employed, HIT advertises apprenticeship vacancies with employers on the National Apprenticeship website. This is a free service and there are many apprenticeship opportunities available. You can find and apply for current Apprenticeship Vacancies here. 

You can also visit Hospitality Jobs UK, one of the UK's largest and fastest growing online recruitment advertising job boards, established specifically for the Hospitality, Catering and Leisure industries. Whether you are looking for a job in a pub, hotel, restaurant, leisure facility or cruise ship you can search through thousands of jobs and get expert career advice, help & tips.


How to apply

You can apply for this apprenticeship at any time of the year provided you meet the entry requirements.

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Testimonials

McMullen’s chose HIT as its sole external provider for Apprenticeships and vocational qualifications in early 2015 and since then we have found them a pleasure to work with.  Their expertise in this sector is superior and they have proven to be a professional and supportive partner who have a passion for learning and development, which matches our own organisation.

Amanda Walden – Training & Recruitment Manager, McMullen's

Encouraging our staff to improve their skills set and supporting them through apprenticeships and training programmes underlines our commitment to help them further develop their own careers. Offering the Level 4 Higher Apprenticeship also gives the Brend Group a point of difference which I’m convinced will help attract new members of staff in the future.

Andrew Mosedale - Group HR Manager, Brend Hotels

Our partnership with HIT has certainly made recruitment much easier in a very difficult labour market and gives us a point of difference in an increasingly competitive environment.  Kew Green has also benefited enormously from well trained, skilled and competent staff who contribute significantly to the ever improving and high levels of customer experience that our guests expect and deserve.

Andrew Tregenza - HR Business Partner, Kew Green Hotels

Apprenticeships allow us to give people a great opportunity to develop a career with us and learn a skill or trade that will accompany them throughout their career and life. We see progression to the Level 4 qualification as key to our strategy of providing development at all stages of an employee’s career with Harrison.

Alex Taylor - Training Manager, Harrison Catering Services

We chose HIT as our training provider not only because of their specialist knowledge of the hospitality industry, but also because of their genuine passion for our brand and their understanding of our company culture. We believe that they can deliver our training to a very high standard whilst passing on our company ethos and values. Their attention to detail is second to none.

Charlotte Thoms, Talent Manager, Jamie Oliver Restaurant Group

There is a shortage of skilled chefs within in our industry at present and any organisation that truly believes in the value of training and development of bright future stars will enable themselves to be in a strong position for the years ahead. Investing in smart training and development is at the heart of what we do within WSH, so it has been refreshing to work alongside HIT within our Baxterstorey Chef Academy. 

Rik Razza - Head of Chef Development, BaxterStorey

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You can apply for a training programme with HIT at any time whether for current staff or looking for new team members. Or if you just need someone to talk to, we’re always pleased to hear from you.

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