Customer Service Practitioner  


Customer Service 



12-15 months 
Customer service apprentice in bridal store


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 you will learn? 
Customer experience 
Understanding customer needs 
Communication skills 
Product and service knowledge 
Use of technology 
Service resolution 
End-point assessment – What is this? 
End-point assessment is a new way of assuring quality in the apprenticeship system. It replaces the existing model of continuous assessment resulting in qualifications. 
Once an apprentice has completed their apprenticeship, they will be ‘signed off’ by their employer/ provider as ready for end-point assessment of their knowledge and practical capabilities. In most cases, the assessment will be graded and must show the apprentice is fully competent and productive in the occupation. 
Customer Service Practitioner End Point Assessment consists of: 
Professional Discussion 

 Next Steps 

For more information on Apprenticeships or to apply for an apprenticeship, please contact the Business Development Team on; 
01329 825805 


28a Lower Bath Lane 
Fareham, Hampshire 
PO16 0DH 
By Phone 
01329 825805 
By Email 


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