This course is designed for individuals who are working in customer facing roles in an office or reception facility in any type of organisation. It is an ideal way for employers to upskill staff who work with customers face-to-face, on the phone or online.

Module 1 – Self-awareness

Module 2- Roles & Responsibilities

Module 3- Knowing Your Customers

Module 4 – Understanding the Organisation

Module 5 – Meeting Regulations & Legislation

Module 6 – Systems & Resources

Module 7- Customer Experience

Module 8- Product & Service Knowledge

Module 9 – Showcase Collation (assessment prep)

Module 10 – Self reflection and showcase preparation in advance of the Apprenticeship Assessment.

The candidate completes the modules through online classroom sessions led by their  TRS skills coach. 

After completing all the modules, they will be assessed by an independent external organisation.  The assessment includes: 

• Apprentice showcase: a collection or portfolio of best work
• Practical observation
• Professional discussion

On completion, the candidate will have achieved a level 2 apprenticeship. They will also be eligible to join the Institute of Customer Service as an Individual member at Professional level.

• Consistent, high-quality customer service
  Staff build the skills needed to deliver reliable, professional service aligned to your brand and values.
• Improved communication and customer handling
  Apprentices learn to adapt their communication style and manage customer expectations effectively.
• Stronger compliance and organisational alignment
  The programme supports understanding of roles, responsibilities, safeguarding, and regulatory requirements.
• A more confident, adaptable workforce
  Reflection and continuous improvement help staff take ownership of performance and service quality.

• Progress your customer service career
  Build strong foundations for progression into senior customer service, team leader, or specialist support roles.
• Develop practical, in-demand skills
  Strengthen communication, problem-solving, time management, and customer handling skills you can use every day.
• Earn a recognised qualification
  Achieve a nationally accredited apprenticeship that proves your skills and improves future job opportunities.
• Build confidence and professionalism
  Gain the knowledge and self-awareness to deliver high-quality service and take pride in your role.

Large firms(+250 staff members) have 100% of course costs covered by their apprenticeship levy funds.

For small and medium-sized businesses (less than 250 staff members), the government funds 95% of the course, with the employer contributing 5%. Sometimes, the 5% can be covered by through other funding opportunities, which means there are no costs at all. 

There is no cost to the candidate who does the course. 

This apprenticeship comes with the additional offer of a free bolt-on course.

The customer service practitioner apprenticeship is a fantastic way to develop professional skills for customer service entry-level roles. After completing this apprenticeship, we encourage apprentices and their employers to explore higher-level apprenticeships in customer service, business or leadership. Please explore our courses page to search our level 3 apprenticeships, or please speak to your TRS coach about progression routes through apprenticeships.

Our enrolment process is straightforward. Once they have the approval of their employer, the participant: 

• completes an online application form 

• undertakes some online assessments 

• attends an onboarding call with the TRS enrolment officer 

After this, training begins. 

To start an apprenticeship, individuals must be 16 or over, living in England, and have the right to work in the UK. They must not be in full-time education when the apprenticeship begins.

Apprentices need to be employed and earning a wage, whether as a new recruit or an existing employee being upskilled. The role they’re in must be directly relevant to the apprenticeship and allow them to develop and practice the required skills.

They cannot be enrolled on another funded apprenticeship or DfE-funded programme at the same time.  

12 months