Customer service practitioner apprenticeship

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.

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

How you’ll learn

Teaching and learning for the customer service practitioner is delivered through sessions by our expert staff. These could be 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)