Your learning adventure

The role of a customer service practitioner is to deliver high-quality products and services to their organisation’s customers.

This apprenticeship includes:

  • Dealing with orders and payments.
  • Offering advice and help.
  • Meet-and-greets.
  • Sales.
  • Finding solutions to problems.
  • Aftercare.
  • Service recovery.

You may be the first point of contact and you may end up in any sector or organisation type. Your actions will directly influence the customer’s experience and satisfaction with your organisation. You’ll be trained to demonstrate excellent customer service skills and behaviours as well as product or service knowledge. You’ll provide the service in line with your 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.

  • A work-based apprenticeship
    • Help you work at the commercial speed employers expect.
    • Increase your confidence working in a team and in the workplace.
    • Give you the skills and knowledge to become a competent member of staff.
    • Give you a reference for your CV.
    • Provide you with essential employability skills to give you the best start in your working life.
  • Eligibility

    To apply for this apprenticeship you will need to be of school leaver age and no longer in full-time education (including School, College, University or on another Apprenticeship). There is no upper age limit, however, if you are aged above 20 years old you must have been within your current role no longer than 12 months.

    If you would like to discuss this apprenticeship, or you are unsure if this is right for you – just contact our friendly team to discuss.

  • Maths and English

    Maths and English will be included in the delivery of the programme; unless you have achieved Grade A-C or 4-9 at GCSE level, or a Level 2 Functional Skills qualification.

    For the Level 2 Equine Groom Apprenticeship, level 1 English and maths will be needed to achieve this and all apprentices will take the test for level 2 English and maths prior to completion of their Apprenticeship.

    Teaching and support for maths and English will be given in the workplace and contextualised to the working environment.

  • Teaching, learning and assessment

    Throughout the apprenticeship 

    You will be given access to a dedicated e-portfolio system called E-Track to help manage your training programme.

    E-Track allows you to upload your work to your Assessor and get feedback in-between visits; it also shows your progression through the apprenticeship.

    You will learn by completing some of the following elements:

    • One-to-one teaching, learning and assessment.
    • Workshops.
    • Online virtual learning.
    • Webinars.
    • Online interactive resource suite.


    Off-the-job training

    20% of the programme needs to be completed in off-the-job training, such as:

    • Attending conferences.
    • Completing industry e-learning courses.
    • A first aid course.


    At the end of the apprenticeship

    We’ll prepare you for the end-point assessment for which you’ll need to complete an Apprentice Showcase, Professional discussion and Practical Observation.

  • Career Progression

    The next step is to complete a Level 3 apprenticeship either with your current employer or with a new employer.

    A career in business is filled with opportunities to move up the ladder, across disciplines – it can even take you abroad.

    Click here to view our Business Career Path!