Award Crest
York College

Industry Insights

Customer service occupations n.e.c.

Up to £21,000

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Customer service managers and supervisors

Up to £30,000

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Call and contact centre occupations

Up to £18,000

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This apprenticeship is designed to support you entering the exciting customer service sector as a Customer Service Practitioner. In this role you will deliver high quality products and services to the customers of an organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customers’ 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, after care, 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. York College will work with employers and key players in the sector to prepare and equip you to be successful in your career.

Qualifications and End-Point Assessment Information:

You will develop the knowledge, understanding, skills and behaviours (know it, show it & live it) in relation to the areas of specialism associated with the role of Customer Service Practitioner. A successful apprentice will develop knowledge of customer service focus, customer service function and customer service relationship management. You will provide full knowledge and awareness of the customer experience journey and the importance of getting it right first time. The whole programme will be completed in no less than 12 months. In agreement with the apprentice, employer and provider, the apprentice may start the End-Point Assessment at the earliest after 12 months on programme.

Method(s) of Delivery

Delivery will be in partnership with employers and adopt a blended approach of on and off the job training and professional development. Apprentices will receive training and mentoring in the workplace and knowledge, skills and behaviour development at York College through classroom based activities.

The apprenticeship includes Pass and Distinction grades which are applied at the End-Point Assessment with the final grade based on the performance in the apprentice showcase, the practical observation and a professional discussion.

Entry criteria

Apprentices will be required to have or achieve Level 1 English and Maths and to have taken Level 2 English and Maths tests prior to completion of their apprenticeship.


The apprenticeship will take a minimum of 12 months to complete.

What next?

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at Professional level.

York College, graded Outstanding by OFSTED, is ideally placed to support both Apprentices and businesses to successfully engage with and benefit from Apprenticeships.

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