Customer Service Practitioner

Customer Service Practitioner

Course Description

Is a Customer Service role right for us?

Make a good first impression | Gain customer loyalty | Raise standards

• Customer service is the heart of the business
• Thinking about developing staff to enable them to be the ‘face’ of
your business?

Commenting on a report from the UK Customer Satisfaction Index
(UKCSI) published in July 2017.
Jo Causon, Chief Executive of The Institute of Customer Service, said:
“The findings from this report paint a clear picture for UK plc: place the
customer at the centre of business strategy, or risk losing out to those
who do.”

The role of a Customer Service Practitioner is to deliver high quality products
and services to the customers of their organisation.
This could be delivered in the workplace, digitally, or through 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, after care, service recovery or gaining insight through
measuring customer satisfaction.
Our Customer Service Practitioner qualification can develop these roles or
give your employees the skills and knowledge to make it a part of their role.

• Customer Advisor
• Customer Service Assistant
• Member Services Assistant
• Visitor Services Assistant
• Client Services Coordinator
• Receptionist
• Patient Care Coordinator

Apprenticeships can be delivered to new or existing staff.

Is a Customer Service role right for me?
• You 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 service knowledge when delivering to your customers
• You will 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
• You will need good communication skills
• You are logical, can analyse, have reasoning & problem solving skills
• Work as part of a team
• Work under pressure
• Have knowledge of technology, including existing & emerging digital platforms

Duration: The duration of this apprenticeship is typically 12 - 15 months.
Level: This is a Level 2 apprenticeship.
Professional Recognition: Completion of the apprenticeship will lead to eligibility to join the Institute of
Customer Service as an Individual member or Professional level.
Entry Requirements: Apprentices will be required to have Level 1 English and maths.
English and maths: You will be supported to achieve Functional Skills Level 2 in English and maths, if
required, prior to taking the end point assessment.

Knowledge, skills
& behaviours

• This qualification contains 18 modules
• Evidence will be collected in a variety of ways e.g.
witness statements, workbooks, observation, customer
feedback, call recording

Tutor support and
visits to workplace 

• Tutor visit every 3/4 weeks
• Off the job activities and work set by assessor
• Workshops to guide and prepare for completion of
knowledge modules (currently five)

Gateway & End Point
Assessment
Support & Guidance 

• Apprentice Showcase
• Observation
• Professional Discussion