Coronavirus: latest update 27/03/2020
Coronavirus: latest update 27/03/2020

Course Details

The Customer Service Practitioner apprenticeship is for those whose core responsibility is to provide a high-quality service to customers; whether this be face to face, over the phone, or digitally. This apprenticeship is suitable for Customer Service Practitioners across all industries and types of organisation. The expected duration of on programme training for this apprenticeship is 12 months, after which point you will undertake your End Point Assessment (EPA), once you are deemed to be ready for this.

Entry Requirements

There are no formal entry requirements; although it is expected that you will already have GCSE at Grade 3 or above or equivalent qualifications in both Maths and English. You will be invited to an interview to determine whether the apprenticeship standard is appropriate for your job role.

Career options

ILM Level 3 Team Leader/Supervisor; Business Administration Level 3; Customer Service Specialist Level 3; Digital Marketer Level 3.

Customer Service Practitioner Apprenticeship (Level 2) Standard

Five highlights

  • 1 OfSTED - Outstanding, for Work Based Learning qualifications.
  • 2 Competence based qualifications.
  • 3 Flexible start dates.
  • 4 Standard developed in all occupations and sectors of employment.
  • 5 Occupationally competent team of assessors/instructors.

Key Points

  • Chichester Campus
  • Flexible start date
  • Pearson BTEC Level 2 Diploma for Customer Service Practitioners


Your course will cost

We don't currently have information on the fees for your course. Please contact us for more information.
Are you under 19 on the 31st August this year?
Are you in receipt of JSA or ESA Work Related Activity Group, or are you in receipt of a State Benefit and currently unemployed and seeking employment?
Are you getting a SFE loan for this course?
Course code Location Course length Start date
BUS702WMMA Chichester Campus 18 Months Flexible start date

What you need to know

What will I study?

You will focus on a range of Knowledge, Skills and Behaviours that you need to be an effective Customer Service Practitioner. You will attend dedicated knowledge workshops for: Understanding Your Employer Organisation; Understanding How to Deliver High-Quality Customer Service; Understanding Personal Effectiveness in a Customer Service Work Environment; Understanding Communication in a Customer Service Environment; Communicating with Customers Effectively; Delivering High-Quality Customer Service; Handling Customer Conflict and Challenge; Managing Personal Effectiveness in a Customer Service Job Role. These workshops will also provide the opportunity to build your confidence in using your influencing skills; organising your time; dealing with customer conflict and challenge; developing self; being open to feedback; and team working. To achieve this apprenticeship standard, you will need to complete a minimum of 12 month’s on programme learning before undertaking the End Point Assessment (EPA); your employer, and, if appropriate in conjunction with Chichester College, will formally sign-off that you have met the minimum requirements in regards to knowledge, skills and behaviours within the standard.

How will I be taught?

Attend at least one workshop every month (per duration of your course). You will be allocated an individual assessor, who will assess you one to one in your workplace. With all of our apprenticeship programmes we will work with you and your employer to document the 20% off the job training that is a requirement of the qualification. For the Functional Skills, you will attend dedicated weekly workshops or the option to attend 2-day intensive workshop (per Function Skill) and have access to learni

How will I be assessed?

The EPA for this apprenticeship standard includes 3 separate elements: Apprentice Showcase is the largest component of the EPA, enabling you to “reflect and present examples of your development over a 12-month period”; Practical Observation will be undertaken by the EPA Centre at the apprentice’s place of work; Professional Discussion will be a structured discussion between you and an independent assessor. For the Functional Skills, you will be assessed through exams and a Speaking & Listening portfolio of evidence; Functional Skills must be completed prior to taking the EPA.

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