Hire an apprentice and get them by January 31st and benefit from up to £4,000 of Government incentive 

This qualification provides the underpinning knowledge required to work in a range of customer service roles. You will learn how to manage interactions with customers sensitively, respectfully, effectively and with a focus on quality.

Designed with input from the Institute of Customer Service, BT, EON Energy, and many other well-known UK organisations, this Apprenticeship is ideal for roles within any sector in which staff are the initial point of contact for customers and are responsible for high quality customer service.

Enrolling apprentices onto this course will provide them with a comprehensive understanding of how to deliver excellent customer service in the workplace, digitally, or when out of the office.

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Training with MITRE 

Why choose us?

Interactive group webinars with learners from other organisations

One to One tutorials with our experts

Learn from a network of your peers

Hear from our expert guest speakers

The Institute of Customer Service

About This Programme

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.

What You Will Achieve

On completion of the programme, the apprentice will achieve the Level 2 Customer Service Practitioner Apprenticeship, professionally recognised by The Institute of Customer Service.

Entry Requirements

This apprenticeship can be completed by anyone aged 16 and over and must be put forward by their employer. Apprentices without level 1 English and Maths will need to achieve this level and take the test for level 2 English and maths prior to the end point assessment. Mitre Group will provide additional support for candidates requiring assistance with English and Maths.

The Learning Pathway

Successful completers will be able to move into customer service roles within the Sector which may be aligned to an Apprenticeship at higher level. We recommend apprenticeships looking to progress in their career continue onto the Level 3 Customer Service Specialist Apprenticeship.

For more information on this apprenticeship, please contact our team at