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Customer Service Practitioner (ST0072)

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Course summary

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 through 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, 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.

Why choose Leicestershire County Council as your provider?

Leicestershire County Council is an established main provider of apprenticeships, we offer a range of Apprenticeship  Standards to employers including Education, Care, Management and Business.

  • From our base in Leicestershire we offer flexible delivery methods including face to face at the workplace, utilising communication technology and via our learning centres across the county.
  • We work collaboratively with each employer and new apprentice to develop an individual learning plan that fits around business need.
  • Our experienced Trainer Assessors deliver taught sessions and complete regular review session with each apprentice to support the learning journey and keep employers fully involved and informed.
  • Our learning materials are available at all times within our dedicated online learning platform, enabling additional self-study, revision and portfolio building throughout the programme.
  • Our Trainer Assessors are back up by administrators, coordinators and managers who are also here to support employers with all aspects of the programmes we offer.

Key information about the standard:

  • Level: Level 2
  • Typical duration to gateway: 12 months
  • Maximum funding: £3500
  • Route: Sales, Marketing and Procurement
  • Date updated: 03/10/2018
  • EQA provider: Ofqual

Full details of the specification can be found on the Institute for Apprenticeships website.

What to do if you are interested in an apprenticeship qualification?

For apprentices:

Apprenticeship qualifications are directly linked to work and employment roles and, as such, are for those who are currently in work or are recruited to a specific apprenticeship vacancy.

If you are in work and interested in using an apprenticeship qualification to enhance your existing skills and knowledge, or progress in your career, speak to your line manager about apprenticeship opportunities that your employer may have.

If you are looking for work and need support to find an apprenticeship role,  book an appointment with one of our Learning and Work Advisors who can provide free, 1:1, impartial advice. Alternatively you can search national apprenticeship vacancies in your area via the ‘Find an apprenticeship‘ site.

For employers:

If you are looking to find an apprenticeship provider to deliver this, or any other apprenticeship standard, visit the website where you can search for 100s of providers including local authority and national providers.

If you would like more information on the apprenticeship standards offered by Leicestershire County Council,

  • Call us on freephone 0800 988 0308 to speak to a member of the Work Based Learning Team
  • Email the team directly at