Customer Service Practitioner Apprenticeship
The Customer Service Practitioner Apprenticeship is designed for individuals who want to develop the skills, knowledge, and behaviours needed to succeed in customer service roles.
Role Overview
Apprentices in this role will perform a variety of service delivery tasks. These may include:
- Handling orders and payments
- Offering advice, guidance, and support
- Greeting customers
- Sales and aftercare
- Problem-solving and service recovery
- Measuring customer satisfaction
Apprentices often serve as the first point of contact for customers. Their actions directly influence the customer experience and overall satisfaction with the organisation. This role exists across all sectors and organisation types.
Apprenticeship Details
- Duration: 12 months plus 3 months End Point Assessment (EPA)
- Cost: £3,500 with a £175 + VAT employer contribution
- Funding: Employers with fewer than 50 employees hiring apprentices aged 16-21 receive full government funding and are exempt from employer contributions.
- Incentive: Employers hiring apprentices aged 16-18 can claim a £1,000 government incentive.
- For detailed information about government funding and incentives for apprenticeships, please visit the official UK Government Apprenticeship Funding page.
On-Programme Delivery
- Functional Skills: Maths and English at Level 1 (or equivalent GCSE results) required, with attempts at Level 2 encouraged.
- Knowledge and Understanding Topics:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Using systems and resources
- Understanding your role and responsibilities
- Delivering excellent customer experience
- Product and service knowledge
Assessment and Progress Tracking
- Your assigned Assessor/Trainer will visit your workplace regularly to support your portfolio development and complete quarterly reviews.
- Progress is tracked through our electronic portfolio system, OneFile.
People Involved in Your Apprenticeship
- Assessor/Trainer: Experienced and qualified assessor
- Group Quality Manager: Michelle Pointer
- Gateway: Employer, training provider, and apprentice jointly confirm readiness for EPA.
End Point Assessment (EPA)
The EPA consists of:
- Apprentice showcase (65%)
- Practical observation (20%)
- Professional discussion (15%)
Grading: Pass and Distinction grades are awarded based on combined performance in all assessment components.
Interested in the Customer Service Practitioner Apprenticeship?
Contact us to find out more or get started:
📞 01752 348980
📧 enquiries@thefocustraininggroup.com