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Customer Service Practitioner

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Customer Service Practitioner

The role of a customer service practitioner is to meet each customer’s requirements across all channels, whether through face to face contact, over the phone, by email or via social media. Good customer service is a vital part of being a successful company which promotes a professional reputation, making this role essential.


  • Apprentice showcase.
  • Practical observation.
  • Professional discussion.

What your fee covers

Qualification Registration*

  • Active IQ Level 2 Certificate in Customer Service.

Learner resources

  • Customer Service Practitioner Apprentice Toolkit.
  • Active IQ Level 2 Certificate in Customer Service eManual.
  • eLearning
    • Customer service.
    • Preparing for an observation.
    • Preparing for a professional discussion.

Teaching resources

  • On-programme checklist.
  • Gateway checklist.
  • Toolkit video overview.
  • Customer service lecture pack which includes:
    • Scheme of work.
    • Lesson plans.
    • PowerPoints.
    • Handouts.

*To offer mandated or recommended qualifications as part of an apprenticeship programme providers will need to gain Active IQ centre approval.

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