This role is designed as a minimum 12 month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role. Customer service practitioners provide a high quality service to their customers. Their actions influence the customer experience, delivering satisfaction and loyalty for an organisation.

After completion apprentice will demonstrate a range of outstanding customer, products knowledge and industry relevant knowledge, skills and behaviours. The learning programmes delivering with employers and tutors from Able Trust Care through interactive learning sessions, take apprentices from entry through to the gateway and prepare for End-Point Assessment.


Know your customers: Apprentices learn how to identify internal and external customers, understand their needs and expectations through appropriate methods of communication.

• Communicate with your customers: Apprentices explore a variety of communication and interaction methods and how they can impact customer experience.

• The customer experience: Apprentices learn how to create a positive customer experience and approach customer conflict.

• Products and services: Apprentices learn how systems, equipment and technology can both support their learning and benefit customers.

• Understand your organisation: Apprentices explore different types of sector organisations and get familiar with the employer brand to understand service culture.

• Your role and responsibilities: Apprentices learn how to set a development plan, review their progress and take on board feedback.

• Teamwork: Apprentices learn how to contribute to a successful team, why it’s important and how effective teamwork supports service delivery.

• Regulations and legislation: Apprentices discover the importance of following business legislation, the laws that Apply and their personal responsibilities.

Regular evaluation sessions with managers and learners will include performance observations, questions and answer sessions and professional discussions.


End Point Assessment will include the following types of assessment:

• Functional skills at the required level
• Observation of Practice
• Professional Discussion
• Apprentice Showcase

Entry - But it is expected that the individual would have worked with an operational role within the industry to start on this apprenticeship standard.

Duration – 12months

Level – This apprenticeship standard is set at level 2.



Standards and Assessment


Retail team leader

Retail manger