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Customer Service Practitioner Intermediate Apprenticeship at Leicester College

Course description

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 by 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, aftercare, 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. An apprenticeship is a job with training. You will be employed at least 30 hours a week, with 80% of your working hours in your day-to-day role, and the remaining 20% of your time engaged in training or study.

Course content

The level 3 apprenticeship programme will require you to develop your skills, knowledge and behaviours in a professional environment and achieve a series of standards to prove your competence and skill: customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time. Business principles and practices - including brand promise, core values, complaints process. Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques. Communications - including interpersonal, tone of voice and verbal and non-verbal communications. Using customer service tools and resources - to meet customer needs and measure, monitor, and evaluate customer service levels. Second year will consist of gathering your evidence for the portfolio

Entry requirements

Maths and English- GCSE A-C


On-programme is the learning phase for apprentices to pick up the skills, knowledge and behaviours set in each standard. Apprentices need to complete 20% off-the-job training during the on-programme phase of their apprenticeship. You can track and monitor the 20% through our e-portfolio. On program assessment includes:• Regular assessment (involving employer and training provider).• Development of a portfolio demonstrating learning and development activities with their application in the workplace.End Point AssessmentEnd-point assessment (EPA) is the final stage that an apprentice goes through to complete their apprenticeship. The apprentice must show their learning to an independent end-point assessor and the grades available are distinction, pass or fail.An Apprentice ShowcaseA Practical ObservationA Professional Discussion

Financial information

Material fee £0. Cost for EPA

Future opportunities

Successful learners can progress to a range of qualifications, including: Apprenticeship in Team Leading. Apprenticeship in Business Administration. You may also consider HNC/HND oute in managemen courses or ILM courses too. You can give us a call at Leicester College on 0116 2242240 for further information and our team will help you with your inquiry.

Further information

You can express your interest for this apprenticeship by completing a Leicester College application form or alternatively you can apply for one of our live apprenticeship vacancies via the College website. Our apprenticeships can also be found on the government’s apprenticeship site, As with any other job application, if you are shortlisted then you will be invited for interview at the employer’s premises. You can apply for as many apprenticeship vacancies as you want. For more information contact our Customer Service Centre on 0116 2242240 or visit

How to apply

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 28 September 2018
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