Customer Service Practitioner Apprenticeship

EDN’s Level 2 Customer Service Practitioner apprenticeship is aimed at entry-level staff or managers. This programme focuses on developing an understanding of customers, the business environment and how to provide great service to all.

This course takes a minimum of 12 months to complete.

Customer service practitioners are normally the first point of contact within a business or organisation. They are responsible for delivering high quality service or products to customers. Customer service practitioners could be working online, on-site or travelling to homes and businesses.

Customer service practitioners work across all sectors of industry and in all sizes of organisations, but ultimately their key responsibilities are likely to include:

• Understanding customers
• Understanding the organisation
• Following rules, regulations and legislation
• Using systems and technology
• Communicating effectively with colleagues and customers.

Employers will set their own entry requirements in order to start on this apprenticeship, but typically requires five GCSEs at Grade C or higher.

12 months + EPA

On completion, apprentices will be eligible to join the Institute of Customer Service as an individual member at Professional level.

Levy Payers – £3,500

Non Levy Payers – £175 + VAT

Level 2

Apprentices will need to pass maths and English Functional Skills level 2 during their apprenticeship.

The End Point Assessment (EPA) for the Customer Service Practitioner Apprenticeship includes:

• Apprentice showcase
• Professional discussion
• Practical observation

EDN assigns a designated Vocational Trainer to each apprentice who will be in regular contact with the apprentice to coach, mentor and discuss progress.