Customer Service Practitioner

Information on our Customer Service Practitioner Apprenticeship Standard Qualification.

Duration: Typically, 12 months                                                              Level: 2

Customer Service Practitioner- Occupational Profile

Customer Service practitioners ensure that the needs of the customers are satisfied. Their aim is to provide excellent customer service and promote customer-centric behaviours throughout the organisation they work for.


Regardless of the channel they work within-on the phone, social media, web chat or face-to-face with customers-customer service agents perform a vital role and keeping their skills sharp is essential for the agility of the organisation.

Girl in customer service role


The apprentice must achieve the following on-programme assessment requirements prior to Gateway:

  • Level 1 English and Maths
  • Attempt Level 2 English and Maths by sitting the test
  • Apprentice showcase completed

Gateway Requirements

The decision to take an apprentice through Gateway is made between the employer, Independent Training Provider and apprentice. The apprentice must have achieved all the required on-programme elements before they enter Gateway.

End-Point Assessment

There are 3 modules of assessment: The Apprentice Showcase, The Practical Observation and the Professional Discussion.


It is essential to demonstrate 100% of the Pass criteria learning outcomes to achieve the end-point assessment. To achieve a Distinction, the minimum percentage of Distinction criteria learning outcomes in each assessment must be met.

Future Job Prospects

Upon achievement of this qualification learners can progress into various job roles:

  • Retail
  • Hospitality
  • Call Centres
  • Sport and Recreation

Future Learning Opportunities

Learners can progress to the Level 3 Team Leader/Supervisor or Level 5 Operations/Departmental Manager.         

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