Customer Service Practitioner Apprenticeship – Reference Number: ST0072

Who is it for?

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

What will be covered?

Upon completion of the apprenticeship, a Customer Service Practitioner will have knowledge and an understanding of:

  • Knowledge of your Customers

  • Understanding the Organisation

  • Meeting Regulations and Legislation

  • Systems and Resources

  • Your Role and Responsibility

  • Customer Experience

Upon completion of the apprenticeship, a Customer Service Practitioner will have and be able to exhibit skills in the following areas:

  • Interpersonal Skills

  • Communication

  • Influencing Skills

  • Personal Organisation

  • Dealing with Customer Conflict and Challenge

Upon completion of the apprenticeship, a Customer Service Practitioner will exhibit the following behaviours:

  • Developing Self

  • Being Open to Feedback

  • Team Working

  • Equality – Treating all Customers as Individuals

  • Presentation – Dress Code, Professional Language

  • “Right First Time”

For more information on this apprenticeship, or any of the apprenticeships we have on offer please do contact us on 01865 515 255 and a member of the team would be delighted to chat this through with you. Alternatively, please do get in touch via email at, or by filling in a contact form.

Funding Band



The duration of this apprenticeship is typically 12-18 months.

Entry Requirements

Entry requirements will be determined by individual employers. Those who are unsure should contact the team directly on 01865 515 255, or via email at Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end-point assessment. For those with an education, health and care plan or a legacy statement the apprenticeships English and maths minimum requirement is Entry Level 3 and British Sign Language qualification are an alternative to English qualifications for whom this is their primary language.


This apprenticeship standard is at Level 2, similar to GCSE level.

Link to professional registration

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

Review Date


Customer Service Practitioner PDF

Get in touch with the Oxford College of Apprenticeships