Customer Service Practitioner

Take your first step on the career ladder

Course duration 13 months

Qualification Customer Service Practitioner 

1-2-1 Training

Up to 100% funded

In today’s business environment, the customer service department plays a crucial role in the overall success of an organisation. It is imperative for businesses to prioritise positive and friendly interactions with customers, whether in person, over the phone, or through various digital channels. Effective customer service is a key function within any business.
The Customer Service Practitioner Level 2 apprenticeship is specifically designed to enhance learners’ customer service skills and deepen their understanding of the impact their role has on meeting customer expectations, fostering repeat business, and upholding the organization’s values.
Throughout this apprenticeship, learners will familiarise themselves with the organisation’s policies, relevant legislation, and company procedures, including complaint handling and digital media guidelines. As learners progress, they will gain the confidence to apply their knowledge to real-world scenarios in the workplace. A proficient, skilled, and self-assured customer service professional is a valuable asset to any organisation.

Customer Service Career Path

Customer Service Specialist £23,000
Team Leader £27,000
Customer Service Manager £35,000
Operations Manager £50,000
Director £70,000+
Programme overview
Unit No. Section Title Learning Aim
1 Your role and responsibility In this module, we will examine the skills and qualities learners bring to their employer, with self-assessments on their learning preferences and personality traits, and identify the nature of their role and the targets and goals they work to.
2 Understanding the organisation In this module, we will be building knowledge and understanding of UK business sectors, and the business types within those sectors, including common structures. Group will examine “brands”, “brand promise” and the importance of reputation and image.
3 Knowing your customers and their needs/Customer insight In this module, we will be exploring different customer types, and developing an understanding of customer needs, wants and expectations.

We will then explore the concepts of customer experience, and building rapport and trust with customers.

4 Communication In this module, we will be building knowledge and understanding of communication within business, exploring verbal and non-verbal communication and models/theories behind effective communication. Group will explore communication methods such as IT and social media, as well as collaborative tools and methods of communication that enable remote working.
5 Interpersonal Skills In this module, we will be exploring the models, theories and principles behind building effective relationships with those we work with and deal with in our roles, exploring how actions and behaviours can influence others, how to deal with conflict and how to support those around us.
6 Personal organisation & Team working In this module, we will be exploring tools and techniques to organise and prioritise workload/activity to meet deadlines.

We will then explore team development and Belbin team roles, identifying skills and qualities that enable effective team working.

7 Product & service knowledge / Systems & resources In this module, we will be exploring tools and techniques to organise and prioritise workload/activity to meet deadlines.  We will then explore team development and Belbin team roles, identifying skills and qualities that enable effective team working.
8 “Right first time” In this module, we will be building knowledge and understanding of the importance of processes within business, and the principles of process improvement, introducing concepts such as Lean, Six Sigma, 5S and TQM. Learners will identify key processes fundamental to their role, and consider how to identify areas for improvement.
9 Meeting regulations and legislation In this module, we will be building learners knowledge and understanding of laws and regulations that apply to their role, including health & safety, equality and data protection. Learners will be aware of the consequences of non-compliance, and how they support their organisation in applying these legal requirements, through company policies and procedures.