Customer Service Practitioner

Targeted Job Roles

Our Customer Service Practitioner apprenticeships are designed for employees in customer-facing or public-facing job roles. Roles may be related to the provision of services, maximising customer loyalty and repeat business, aftersales care, responding to incoming call centre queries, providing information, or acting in a variety of ‘meet and greet’ capacities:

  • Customer Service Trainees
  • Customer Service Administrators
  • Customer Service Assistants


The Course Structure

This apprenticeship is delivered through:

  • 1 masterclass
  • 2 drama-based learning events
  • 5 workshops
  • Fortnightly webinars
  • Quarterly workplace performance reviews
  • Online assessments

Read more about our innovative approach to teaching and learning on our Apprenticeship Training page.


Skills Coaching

Each of your apprentices is guided and mentored through the whole programme by their Skills Coach. Find out more about how this works.


End Point Assessment (EPA)

This programme is continually assessed by our Tutors and Skills Coaches throughout. The final End Point Assessment (EPA) requires candidates to give a presentation to an assessment panel and answer questions on their work.


Read through the course content below…

Apprenticeship Levy Recovery Value: £4000


13 months




At your business address, online and/or at our London HQ


Year round with flexible start dates

Customer Service Practitioner Course Content


Your Brand

An opportunity for a senior manager (i.e. area/regional manager or customer relations manager) to give an inspirational masterclass about the brand and customers, with a particular focus on brand promise and the impact of exceptional service.

Theatre Based Learning

Personal Effectiveness and Communication Skills

In this workshop, we’ll introduce learners to time management and prioritisation techniques to increase their organisational skills, and also understand how to remain calm under pressure. We’ll explore communication style preferences and learn how they can be adapted to different customer situations for maximum effectiveness. Learners will begin to understand how their verbal and non-verbal communication skills can be utilised in both customer-facing and non-facing situations to manage expectations and ensure positive interactions.

Customer Service Skills

This theatre-based learning session will reference the communication skills and customer knowledge learnt in previous workshops, and enable learners to use these, along with additional skills such as questioning, listening, rapport building and empathy to support excellent customer service interactions. We’ll explore how determining customer needs, utilising features and benefits and providing clear explanations and options create a customer-focused experience.

Technical Workshops


The first Customer Service Practitioner workshop is all about introducing learners to the programme. We complete the formal enrolment paperwork, demonstrate the online learning environment, and take learners through the programme in detail, giving an overview of each masterclass, workshop and theatre-based learning workshop. Participants meet the Skills Coach that will be supporting them throughout the programme and will begin to develop their personal development plan.

Understanding Your Organisation

This workshop gives learners an overview of your business and its values, and the link between these and customer service. They will learn more about the business targets and goals they need to deliver against. We’ll also look at relevant company policies, procedures and legislation that impacts the business.

Your role & responsibilities

In this workshop, learners will focus on their own role and related responsibilities and explore how this impacts the wider business, customers, and other employees. Learners will also look at the importance of understanding the products and services available to customers, explore ways of keeping up to date with these and understand how this information can be used to support positive customer interactions.

Knowing Your Customers

In this workshop, learners will explore who your customers are, the difference between internal and external customers, and how to understand differing customer needs and priorities. We’ll also look at the systems, equipment and technology available to meet the needs of our different customers and understand the tools we use to monitor and measure customer service.

Hawkins \ Brown Architects

“From the outset we were provided with clear information and the support we received from the team was excellent”

Anthea Corridon, HR Advisor, Hawkins \ Brown Architects

Steinhoff Retail UK

“Working with ted Learning has been a fantastic journey. They listen, research and go above and beyond to ensure that their approach matches wholeheartedly with that of the business need”

Vicki Anderson L&D Manager at Steinhoff Retail UK

Pendragon Group

“LCoAT are Apprenticeship Levy experts and have helped us design, plan and implement an apprenticeship programme that delivers the skills we need as part of our wider workforce development strategy.”

Nigel Blackburn, Pendragon Group

DB Cargo

“The Apprenticeship College deliver training that is hugely beneficial to our business goals and ambitions. Their Continuous Improvement and Leadership and Management programmes are delivered by great trainers and we are beginning to see real changes in how our staff carry out their duties”

Josie Pugsley, Professional Development Manager, DB Cargo


From the moment LAC sourced and tailored the apprentice to suit the needs of our business through to the ultimate graduation and full time hiring of them, LAC have supported each part of the program at all key stages of their development. The mix of a broad yet detailed academic approach they take coupled with the learning in the real business environment is one of the most effective ways to grow young people within any industry.

Shaun Maroney, Operations Manager, Haworth UK Ltd