Customer Service Practitioner Apprenticeship (ST0072)
This apprenticeship develops confident, capable customer service professionals who can deliver exceptional service across all channels — face-to-face, phone, email, live chat and social media.
Level 2
DurationMinimum 12 months
Programme Overview
This apprenticeship develops confident, capable customer service professionals who can deliver exceptional service across all channels — face-to-face, phone, email, live chat and social media.
Apprentices learn to understand customer needs, use organisational systems effectively, resolve issues, and deliver service that reflects the organisation’s values and brand.
This programme is perfect for individuals starting their career in customer service or those already working in a frontline role who want to strengthen their skills and progress.
Who This Programme Is For
- Customer service assistants, advisors or support staff
- Individuals working directly with customers or supporting service operations
- Organisations wanting to build professional, customer-focused team members
- Employees who need a structured foundation in customer service excellence
What Apprentices Will Learn
Understanding Customers & Service Expectations
- Identifying customer needs and expectations
- Understanding the difference between internal and external customers
- Adapting service delivery to different situations and customers
Organisation, Regulation & Systems
- Understanding the business, its services and values
- Using systems, equipment and technology confidently
- Working within policies, procedures and legal requirements (e.g., data protection, equality)
Communication Excellence
- Active listening, questioning and clear communication
- Professional written, digital and verbal communication
- Handling challenging conversations and showing empathy
Delivering Quality Service
- Managing customer enquiries from first contact to resolution
- Escalating, referring or resolving issues appropriately
- Taking ownership and delivering “right-first-time” service
Personal Development & Teamwork
- Managing workload and time effectively
- Working as part of a team and supporting colleagues
- Reflecting on performance and seeking continuous improvement
Key Skills Developed
- Customer communication
- Service delivery and problem solving
- Use of IT systems and digital tools
- Teamwork and collaboration
- Professionalism, resilience and self-management
End-Point Assessment (EPA)
Gateway Requirements:
- Completion of minimum duration
- Level 1 English & Maths (and attempt at Level 2 if required)
- Employer confirmation of readiness
EPA Components:
- Apprentice Showcase– curated evidence demonstrating customer service skills
- Practical Observation– live workplace observation of service delivery
- Professional Discussion– structured discussion about knowledge, skills and behaviours
Grading:
Pass or Distinction
Entry Requirements
- Employed in a customer-facing or service support role
- Employer support, including time for training and a workplace mentor
- Basic English and Maths skills (or willingness to work toward required levels)
Career Progression
After completing this apprenticeship, learners can progress into roles such as:
- Customer Service Advisor
- Customer Support Representative
- Contact Centre Agent
- Retail/Frontline Team Member
With experience, apprentices can move into:
- Customer Service Specialist (Level 3)
- Team Leader roles
- Sales, hospitality or business support positions
Funding Information
- Funding band capped at £3,500
- Levy-paying employers: The full cost can be funded through your apprenticeship levy.
- Non-levy employers: You contribute 5% of the training cost, and the government funds 95%.
- Small businesses (under 50 employees): If the apprentice is 16–21, the government funds 100% of the training cost with £0 employer contribution.
Additional support may be available for apprentices with learning difficulties or care-leaver status.
Delivery Model (ESTAR Approach)
- Blended learning through interactive online modules, live virtual sessions and workshops
- Real workplace tasks aligned to the apprentice’s customer service role
- Monthly progress reviews with an ESTAR tutor
- Ongoing portfolio development showing skills in practice
- Minimum on-programme duration of 12 months
Full preparation for End-Point Assessment