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Customer service practitioner

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Summary of this apprenticeship standard


2 (equivalent to GCSEs at grades A* to C)

Typical length
12 months
Current funding band
Up to £3,500 per apprentice.
More information about funding
Entry requirements

Set by employer.

What apprentices will learn
  • customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
  • business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  • communications - including interpersonal, tone of voice and verbal and non-verbal communications
  • presentation - including dressing appropriately and using positive and confident language
  • using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels

None specified.

Before taking their end-point assessment apprentices must:

  • achieve level 1 English and maths (equivalent to GCSEs at grades D to G)
  • take the test for level 2 English and maths (equivalent to GCSEs at grades A* to C)
Professional registration

Apprentices will be able to join the Institute of Customer Service as an individual member at professional level.

End-Point Assessment
View a list of end-point assessment organisations for this standard
Organisation Phone Number Email
ETC Awards Ltd 07850113380
Pearson Education Limited +44 (0) 7879 602674
Innovate Awarding Limited 0117 3142800
Highfield Awarding Body for Compliance (HABC) 0845 226 0350
Active IQ 01480 467950
Skillsfirst Assess 0121 270 5100
iCQ 0207 849 3370
Training Qualifications UK 03333 583 344
City and Guilds 0844 543 0000
The Institute of the Motor Industry 01992511521
NOCN 0300 999 1177
NCFE/CACHE 0191 239 8000
Occupational Awards Limited 01235 432 032
VTCT 023 8068 4500
Manpower Services Ltd 07789 878389
BIIAB 01276 684449
DSW Consulting
Future (Awards and Qualifications) Ltd 01530836662
More Information

The Institute for Apprenticeships and Technical Education has more detailed information about this apprenticeship.