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Customer Service Practitioner – L3

Customer Service Practitioner – L3 - Apprenticeship

Entry Requirements:

There are no formal requirements for entry onto this apprenticeship although learners should have the ability/potential to manage and meet the requirements of the apprenticeship.  All applicants will undergo an Initial Assessment before confirmation on the course, and will have ideally gained a level 2 prior to level 3 but is not mandatory.

Apprenticeship Profile:

This advanced apprenticeship in customer service relates to a supervisory role in providing a service to customers and providing improvements for the benefit of customers and the organisation.

During your advanced apprenticeship you will demonstrate an understanding of customer service, demonstrate understanding of the rules that impact on improvements in customer service, improve the customer relationship, monitor and solve customer service problems, process customer service complaints, lead a team to improve customer service and gather, analyse and interpret customer feedback, as well as a range of activities in line with your job. There are a range of optional units that enable you to tailor your qualification to the business need.

Due to the varied nature of the customer service industry there are many job roles that apply to the Advanced Apprenticeship level. Dedicated customer service job roles will include: Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader, Customer Service Supervisory and Customer Service Co-ordinator.


The on-programme pace will be driven by the apprentice and guided by your dedicated trainer.  It will also be affected by the breadth of experience an employer can offer prior to the minimum of 12 months.  Typical duration will be 12 – 15 months depending on these points.


This apprenticeship standard requires the qualifications listed below and S6F will provide a clear learning journey to take you from entry point through to assessment and successful achievement. In order to meet this apprenticeship framework, apprentices must:

  • Work through the apprenticeship displaying all the Knowledge, Skills and Behaviours required
  • Achieve a minimum of Level 2 English and Level 2 Maths
  • Achieve the BTEC Level 3 Diploma in Customer Service, both knowledge and competence
  • Build a small electronic portfolio of evidence throughout your programme
  • Complete the Employment Rights and Responsibilities (ERR)


All units within the above qualifications will be internally assessed. Your progress is monitored by your trainer and assessments will be agreed between you, your manager and trainer, throughout the course, with the majority being undertaken on-the-job.

Assessments can be carried out in various ways but will certainly include observation of your performance. Your knowledge and understanding will be gained through your response to questions, which will be written and/or spoken.

Throughout the apprenticeship, you will build an electronic portfolio, which will contain support material and other proof of your skills and knowledge, such as assignments, case studies, testimonies from your manager and work colleagues. Your trainer will guide you on what is required.


On completion of this apprenticeship you may wish to progress to a Higher Level Apprenticeship programme and depending on your role, could include Contact Centre Management, Business & Professional Administration or Leadership and Management.