MTC Apprenticeships

Customer Service Practitioner

Programme overview 

The Customer Service Practitioner Apprenticeship is ideal for job-roles that provide customer service by resolving queries, processing orders or payments, offering product or service advice and guidance, aftercare and customer satisfaction. It is suitable for new and current employees who are looking to develop their knowledge, skills and behaviours to deliver excellent customer service.

Programme outline 


The Customer Practitioner apprentice will gain an understanding of who their customers are both internal & external, customer expectations, organisational brand, values & culture, polices, processes & systems, legislation & regulation, roles & responsibilities, and product & service knowledge.


The Customer Practitioner apprentice will be able to build customer rapport, use a range of questioning & listening techniques, adapt their communication style to meet expectations, use influencing skills, be organised, and deal with customer conflict & challenge.


The Customer Practitioner apprentice will take ownership of developing themselves, be open to feedback, work effectively as part of team, present themselves in a professional way, provide a personalised customer experience, be proactive in all customer interactions and adopt right first-time approach.

The training and development journey

13 months (minimum) on-programme training and development will support the apprentice to learn the required knowledge, skills and behaviours for today’s Customer Service Practitioners. This will be demonstrated by a portfolio of evidence. They will actively take part in a combination of blended learning activities, including group workshops, 1 to 1 coaching, workplace mentoring and shadowing, and online learning contributing to their 20% off-job training allocation. Functional Skills in English and Maths at level 1/2 (or equivalent) are also required.

•        Training day 1 – Your role, responsibilities and personal organisation
•        Training day 2 – Understanding the organisation, brand and service culture
•        Training day 3 – Knowing your customers
•        Training day 4 – Meeting regulatory and legislative requirements
•        Training day 5 – Customer experience

Gateway follows the on-programme training and development and is agreed when the apprentice is working at or above the required business administrator standard.

End-point assessment is the opportunity for the apprentice to showcase and demonstrate their training and development journey via:

• A showcase presentation
• A practical observation
• A professional discussion


Level 2



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