Occupational Profile

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.

Entry Requirements

Individual employers will set the selection criteria for their Apprenticeships. Most candidates will have Level 1 maths and English. Other relevant or prior experience may also be considered as an alternative.

Delivery model and duration

• Between 12-18 months
• Delivery in the workplace or online (remote)
• Additional workshops for English and Maths if needed
• 20% Off-the-job training
• Ongoing support and assessments to capture knowledge, skills, and behaviours in preparation for the End-point Assessment

End Point Assessment – EPA

• Apprentice Showcase
• Practical Observation
• Professional discussion

Qualification Outcomes

Level 3 Business and Administration – optional

Functional Skills Level 1: English and maths – if needed

End-point Assessment (EPA) – Apprenticeship Certificate

Progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Job Roles

• Customer Service Assistant
• Customer Service Advisor
• Customer Service Trainee
• Customer Service Administrator

Occupational Profile

Business administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and large businesses alike, from the public sector, private sector and charitable sector. The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving administrative services. Business administrators develop key skills and behaviours to support their own progression towards management responsibilities.

The responsibilities of the role are to support and engage with different parts of the organisation and interact with internal or external customers. With a focus on adding value, the role of business administrator contributes to the efficiency of an organisation, through support of functional areas, working across teams and resolving issues as requested. The flexibility and responsiveness required allows the apprentice to develop a wide range of skills.

The business administrator is expected to deliver their responsibilities efficiently and with integrity – showing a positive attitude. The role involves demonstrating strong communication skills (both written and verbal) and adopting a proactive approach to developing skills. The business administrator is also expected to show initiative, managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.

Entry Requirements

Individual employers will set the selection criteria for their Apprenticeships. Progression from Level 2 apprenticeship or a formal level 2 qualification with the relevant work experience. 

Most candidates will have Level 2 Maths and English, ideally as part of 5 GCSE A-C grades. Other relevant or prior experience may also be considered as an alternative.

Delivery model and duration

• Between 12-18 months
• Delivery in the workplace or online (remote)
• Additional workshops for English and maths if needed
• 20% Off-the-job training
• Ongoing support and assessments to capture knowledge, skills, and behaviours in preparation for the End-point Assessment

End Point Assessment – EPA

• Multiple Choice Knowledge Test
• Portfolio-based Interview
• Project or Improvement Presentation 

Qualification Outcomes

Level 3 Diploma in Business and Administration – optional 

Functional Skills Level 2: English and Mathematics – if needed

End-point Assessment (EPA) – Apprenticeship Certificate

Progression

The administration role may be a gateway to further career opportunities, such as management or senior support roles.

Job Roles

• Secretary
• Personal assistant
• Administration executive

Occupational Profile

A team leader/supervisor is a first-line management role, with operational/project responsibilities or responsibility for managing a team to deliver a clearly defined outcome. They provide direction, instructions, and guidance to ensure the achievement of set goals. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities will vary, but the knowledge, skills and behaviours needed will be the same whatever the role. 

Key responsibilities are likely to include supporting, managing, and developing team members, managing projects, planning, and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships internally and externally.

Entry Requirements

Individual employers will set the selection criteria for their Apprenticeships. Most candidates will have Level 2 Maths and English, ideally as part of 5 GCSE A-C grades. Other relevant or prior experience may also be considered as an alternative.

Delivery model and duration

• Between 12-18 months
• Delivery in the workplace or online (remote)
• Additional workshops for English and maths if needed
• 20% Off-the-job training
• Ongoing support and assessments to capture knowledge, skills, and behaviours in preparation for the End-point Assessment

End Point Assessment – EPA

• Presentation with questions and answers
• Professional discussion underpinned by a portfolio of evidence

Qualification Outcomes

Level 3 Leadership and Management – optional 

Functional Skills Level 2: English and Mathematics – if needed

End-point Assessment (EPA) – Apprenticeship Certificate

Progression

On completion, apprentices may choose to register as Associate members with the Chartered Management Institute and/or the Institute of Leadership and Management, to support their professional career development and progression.

Job Roles

• Supervisor 
• Team Leader 
• Project Officer 
• Shift Supervisor 
• Foreperson 
• Shift Manager