Customer Service Practitioner

Course Level


Course length

14+ months

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

Meet the trainer

Course Guide



What's included? / Modules


  • Personal organisation 

  • Influencing skills

  • Dealing with customer conflict and challenge 

  • Interpersonal skills 

  • Communication skills 


  • Knowing your customers and organisation

  • Meeting regulations and legislation

  • Systems and resources

  • Your role and responsibility

  • Customer experience

  • Product and service knowledge 


  • Developing self

  • Being open to feedback

  • Team working

  • Equality - treating all customers as individuals

  • Presentation and dress code

  • Professional language

Entry Requirements

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Delivery and Assessment

The training is a blended learning delivery model, which takes place in the work place during working hours, wherever this may be, according to the apprentices role. 

This consists of: 

  • 1 to 1 monthly meetings of approx. two hours with a GLP trainer (face to face or telephone)

  • On-line learning courses and/or group sessions

  • Building an electronic portfolio of workrelated evidence

  • Maths and English at Level 2 (if not previously achieved)

  • 20% of time at work to be spent working towards apprenticeship

  • End Point Assessment (EPA) by an external examiner to complete qualification, consisting of: knowledge test, portfolio-based Interview & project presentation

Professional Qualifications, Career Progression, Links to professional Registrations

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

The customer service practitioner role may be a gateway to positions, such as Leardership, Management or other senior roles.