Business Administration Apprenticeships

Customer Service Practitioner

Customer Service Practitioner

Posted: 10th Jan, 2019

Sector: Business Administration

Working in a customer service role is diverse and rewarding. As a Customer Service Practitioner Apprentice you will be supported to develop skills that will demonstrate excellent customer service such as questioning, positive engagement and developing an understanding of your employer’s products or services.

Apprentices will learn in a blended format which includes online, anytime access learning combined with expert-led classroom training in core topics and self-directed learning.

What's Involved

The Apprentice will complete a portfolio of documented evidence and online activities which will support the knowledge, skills and behaviours. The Apprentice will need to complete the following to gain apprenticeship certification:

Knowledge, Skills and Behaviours modules:

Learners and employers will have a range of options to select from that cover each knowledge module of the apprenticeship standard. Learners will usually complete online exams for the relevant professional qualification.

Functional Skills in maths and English:

These provide practical skills to help gain the most out of work, education and everyday life. Learners will complete written and online tests.

End-point assessment:

The end-point assessment is the final stage of the apprenticeship. It comprises written and practical tests and the completion of a work-based project as well as a showcase of evidence, professional dialogue and interview.


Following enrollment, learners engage in a blended programme of training and support that will include attendance at group training sessions, self-directed learning, email and face-to-face support from their trainer/assessor as well as a programme of training devised by the employer.

The length of the programme will differ depending on experience, knowledge and skills development but the course should usually take 13 to 15 months.

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Avenues of progression include:

  • Eligibility to join the Institute of Customer Service as an individual member at Professional level
  • Business Administrator Apprenticeship (Level 3)
  • Team Leading/supervising roles and relevant level 3 qualifications


Funding levels are variable. To discuss what your funding options are and what apprenticeship contribution you may have to give, please contact us on 01743 454810.

Apprenticeship wages are paid by the employer. They should reflect that the apprentice is in training and must meet the National Minimum Wage for Apprentices. For apprentices over the age of 19, their wages must meet the National Minimum Wage for their age group after their first year as an apprentice (if the programme is longer than 12 months).

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