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Customer Service Practitioner Apprenticeship

Designed by curriculum experts, our Customer Service Practitioner Apprenticeship delivers a high-quality, customer-focused learning experience.

Customer Service Practitioner Apprenticeship
Course overview

At a glance

  • overview-level-icon LevelLevel 2
  • overview-duration-icon Duration12 months + EPA
  • overview-locaton-icon LocationWorkplace

About the course

Designed by a team of curriculum experts, our Customer Service Practitioner apprenticeship offers a high-quality, customer-focused learning experience.

We’ll help you develop the skills needed to consistently deliver outstanding customer service. Through this programme, you will gain the essential skills, knowledge, and behaviours to be confident and competent in your role.

Realise will support you in providing excellent customer experiences and confidently handling general queries to help you get it right the first time.

The programme is delivered through workshop sessions and/or one-to-one training, giving you the flexibility to meet all programme requirements. Our expert staff will guide and support you every step of the way to help you complete and achieve your qualification.

This programme is government-regulated and funded through the apprenticeship levy or other government schemes.

Is this course right for you?

This is an entry-level programme designed to help you develop the knowledge, skills, and behaviours needed to become a successful customer service professional.

You’ll be working in a frontline role, handling enquiries and supporting customers across a range of situations. This could involve face-to-face interactions, phone calls, written communication, or engaging with customers via social media.

It’s the ideal programme for anyone new to customer service or recently appointed to a customer service practitioner role.

You’ll be supported throughout your apprenticeship by an expert team. The programme has been developed by leading customer service specialists to ensure a high-quality learning experience - designed by the sector, for the sector.

We also offer a Level 3 Customer Service Specialist apprenticeship,  ideal for those in senior or case management roles who handle complex customer interactions and lead on service improvements.

What you’ll learn

Throughout the apprenticeship, you’ll build a strong foundation of knowledge, skills, and behaviours that will enable you to create, manage, and positively influence the customer experience.

All learning is focused on helping you become a confident and effective customer service adviser - capable of gathering feedback, resolving issues, and delivering solutions that meet customer needs.

Learning topics include:

  • Understanding the customer experience
  • Handling difficult situations professionally
  • Key regulations and legislation
  • Working towards targets and goals 
  • Effective teamwork and collaboration
  • Personal organisation and time management
  • Developing strong communication skills

How you’ll learn

Training for the Customer Service Practitioner apprenticeship is delivered by our expert staff through a mix of engaging sessions. These can be delivered face-to-face or remotely, depending on your needs and business requirements, and can take place on a one-to-one basis or in group settings.

Your learning experience will include:

  • A dedicated specialist trainer providing ongoing training, guidance, and support
  • Expert-led Webinars
  • Interactive online workshops
  • Guided learning tasks
  • Online learning resources and support 
  • 1-to-1 support, including coaching and tailored advice 
  • Assignments and work-based research projects
  • Regular progress reviews, including pre-gateway and final gateway reviews
  • Preparation and support for your End Point Assessment (EPA)

Our blended learning approach ensures you gain practical, real-world skills while building the confidence and knowledge to excel in your retail career.

Customer Service Practitioner Apprenticeship - Realise

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Our experts

The people that make it happen

team-img-hover-circle Kelly
Kelly Business Skills Trainer
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team-img-hover-circle Raylia
Raylia Business Skills Trainer 
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team-img-hover-circle Alison 
Alison 

Senior Training & Development Officer

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team-img-hover-circle Lisa
Lisa Training and Development Officer
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team-img-hover-circle Colin
Colin Trainer, Business Skills
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team-img-hover-circle Sam 
Sam  Training and Development Officer, Business Skills
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FAQs

A Customer Service Apprenticeship is a work-based training programme that helps individuals develop the skills, knowledge, and behaviours needed to provide excellent customer service. It combines practical on-the-job experience with structured learning, allowing apprentices to earn while they learn.

Apprenticeships are cost-free to the learner. The responsibility for funding lies with the employer. Employers can fund apprenticeships in one of two ways:

> Apprenticeship Levy: Larger employers who pay the apprenticeship levy can use these funds to fully cover the cost of training.

> Co-investment: Smaller employers who do not pay the levy typically contribute 5% of the apprenticeship cost, with the government covering the remaining 95%.

This means businesses can access high-quality training for their staff at a low or no cost, depending on their size and funding eligibility.

The Customer Service (Level 2) qualification is a 12-month programme, plus End Point Assessment.

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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.

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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!

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