The core responsibility of a customer service practitioner is to provide a high quality service to customers, delivered from the workplace, digitally, or through going out into the customer’s own locality. You may be the first point of contact in an organisation and your actions will influence the customer experience and their satisfaction. As a customer service practitioner, you will need to demonstrate excellent customer service skills, as well as product and/or service knowledge when liaising with your customers.

Professional recognition

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

Programme requirements

You 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 your apprenticeship. Although achieving a qualification is not a requirement of the programme, your employer may request a qualification is undertaken. 

Programme details

You will develop the knowledge, skills and behaviour over the duration of your apprenticeship via on and off the job learning, continuous personal development and assessment by your employer mentors, with the support of Dynamic Training, whilst building your online portfolio of evidence.

The Customer Service Practitioner apprenticeship programme incorporates: Knowledge, Skills and Behaviours

You will gain knowledge in

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

You will gain skills in

  • Interpersonal skills
  • Influencing skills
  • Dealing with customer conflict and challenge
  • Communication
  • Personal organisation

You will develop behaviours/attitude in

  • Developing self
  • Team working
  • Presentation, dress code and professional language
  • Being open to feedback
  • Equality – treating customers as individuals
  • “Right first time”


Assessment gateway

Your employer will make the decision as to when you are ready to undertake the end point assessment. In order to be put forward for end point assessment, you will need to have achieved the key requirements of your apprenticeship. 

End point assessment

The end point assessment is undertaken by an independent assessment organisation chosen by your employer and comprises of an apprentice showcase, a practical observation and a professional discussion. You will need to pass all three components to achieve and complete your apprenticeship. 

Please click the image above to download a pdf of the Customer service practitioner apprenticeship programme outline