Customer service practitioner apprenticeship

The customer service apprenticeship helps you to deliver a high-quality service to customers. You will develop the skills needed to be successful in your role and offer a quality service for all your customers and your organisation.

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Course overview

At a glance




13 months



About the course

Our customer service practitioner apprenticeship has been designed by a team of curriculum experts to create a high quality customer focused learning experience.

We will help to grow your skills so that you can consistently deliver the highest standard of customer service possible. You will be trained in the essential skills, knowledge and behaviours you need to be successful and competent in your role.

Realise will support you to be able to provide a great customer experience and confidently handle general queries to help get it right the first time.

The programme is delivered as workshop sessions and/or 1-2-1 training helping you to successfully achieve the programme requirements. Our expert staff will support you every step of the way, guiding and training you to complete and achieve the programme.

This course is cost-free to learners. All our programmes are regulated and funded through the government or the apprenticeship levy.

Is this course right for you?

This is an entry level programme to help you develop the knowledge, skills and behaviours to be a successful customer service professional. You’ll be in a role handling frontline enquiries, using a variety of communication methods to manage and support your customers across a wide range of situations, including face-to-face, telephone, written communication and social media.

It’s an ideal programme for anyone who is starting in customer service or has just started a customer service practitioner role.

You’ll be supported by an expert team throughout the apprenticeship with a programme designed by leading customer service specialists so that you gain a quality learning experience by the sector and for the sector.

I have been incredibly happy with this course, in particular, the service and support I have received has been fantastic. I would definitely recommend Realise to others.

Emily Brown, Newbold C of E Primary School

I would recommend the course as it improves your knowledge and helps you gain more confidence when supporting claimants.

Rhoda Cole, Department for Work and Pensions

What you’ll learn

Throughout the apprenticeship you’ll develop a range of new knowledge, skills and behaviours; designed to help you create, handle and influence your customer’s experience. All of the learning is focused on helping you to be a successful customer service adviser, gathering feedback and providing appropriate solutions.

Learning topics include:

  • Customer experience
  • Dealing with difficult situations
  • Regulations and Legislations
  • Understanding targets and goals
  • Team work
  • Personal organisation
  • Communication skills

Need more information?

No problem. It doesn’t matter if your query is big or small, our teams are here to help. Just complete a quick enquiry form and we’ll be in contact soon to assist you with your query.

How you’ll learn

Teaching and learning for the customer service practitioner is delivered through sessions by our expert staff. These could be a face to face or remote dependent on your needs and business requirements and can be on a 1-2-1 basis or in groups

Our blended learning programme includes:

  • 1-2-1 support with a dedicated Training & Development Officer
  • Access to a range of self-study resources including webinars
  • remote support
  • Quarterly progress reviews (with the employer, apprentice and Trainer)
  • Ongoing information, advice and guidance

End point assessment preparation, including regular progress checks, support and gateway readiness checks so that you’re ready for the end assessment (observation, discussion and showcase of what you’ve learnt)

Our experts

The people that make it happen


Training & development officer


Training & development officer

I have been in work based learning for nearly 15 years and seen many changes, with the move across to standards the most significant and I feel this has added real value to the apprentice programmes we deliver. Being a curriculum lead I have also had the opportunity to create bespoke delivery models so that every apprenticeship journey can be different and suit the learners and their employers in the best possible way and support them to end point assessment.


Senior quality improvement coach


Senior quality improvement coach

I look after the quality for the business skills sector. I have been part of work based learning for over 12 years covering many different sectors and roles.


Training & development officer


Training & development officer

I have a vast experience in trade, entertainment and retail. I took the plunge back in 2007 to become an assessor and never looked back. I qualified as an assessor back in 2007 and I have loved teaching and learning for the last 16 years and the last five years at Realise. Which I have to say has been an experience that I have enjoyed most out of my training career.


Internal quality assessor


Internal quality assessor

I am a qualified quality assurer who has 23 years experience working in the industry. I was an assessor for six years before being promoted to a quality assurer which I have thoroughly enjoyed. I have worked for Realise for 17 years, I am currently completing my operational departmental manager level 5 apprenticeship and this has allowed me to develop my knowledge and skills further within my role.

Frequently asked questions

What is a customer service apprenticeship?

This is work-based learning programme to help you develop the knowledge, skills and behaviours to be a successful customer service professional.

What qualifications do you need for a level 2 apprenticeship?

If you don’t already hold Functional Skills in Maths and English then we will add this to your progamme as it is an essential requirement.

Who pays for an apprentice?

Apprenticeships are cost-free to the learner. It is the employer’s responsibility to fund apprenticeships. This can either be done through a company’s apprenticeship levy or through co-investment, which is where the employer contributes 5% of the total cost of the apprenticeship, with the government paying for remaining 95%.

How long is level 2 apprenticeship?

The customer service level 2 qualification is a 13-month programme.

Ready to take the next step?

Let’s talk. You’re only a few clicks away from enquiring about this course. Don’t delay, get in touch and start something exciting today!