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School Customer Service Practitioner

Level: 2
Typical Duration: 12 months

Possible Job Role: Receptionist, Front of house, School Administrator

Course Overview

Their customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
The main purpose of a school customer service specialist is to be a professional for direct customer support within a school setting. They are an advocate of customer service, acting as a referral point for dealing with customer requests, complaints, and queries.
They will influence the customer experience and their satisfaction within a school and/or multi academy trust. They will demonstrate excellent customer service skills and behaviours as well as service knowledge when delivering to customers. They provide service in line with the school’s customer service standards and strategy and within appropriate regulatory requirements.

Qualification Achieved

On completion of this apprenticeship, you will hold a Level 3 Apprenticeship in Customer Service Practitioner. Other qualifications achieved include:

  • Level 1 or 2 Functional Skills Mathematics
  • Level 1 or 2 Functional Skills English


The role may act as a gateway to further career and training opportunities, including, but not limited to:

  • School Customer Service Specialist Level 3
  • School Administrator Level 3
  • School Administrator
  • School Receptionist

Learning & Assessment

Apprentices will be assigned a dedicated tutor. The tutor will visit monthly in the workplace, as well as being on hand to support throughout the duration of the apprenticeship programme. The frequency of these sessions may be more, depending on the needs of the apprentice.

End Point Assessment

Each apprentice must undergo an independent end-point assessment to determine the outcome of their apprenticeship. The assessments will evaluate the knowledge, skills and behaviours gained during their programme. The methods in which this apprenticeship is assessed are:

  • Apprentices showcase
  • Practical observation
  • Professional discussion

Entry Requirements

Individual employers may set their own criteria for this apprenticeship. Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Hire an Apprentice

We can work with you to source a suitable applicant for your organisation or you can up-skill your existing employees. If the employee is under 19 and your business has fewer than 50 employees, there will be no cost for the training. If they are over 19 and/or your business has over 50 employees then you will contribute 5% towards the cost of the training. For any businesses paying into the levy, all training costs will be covered.


With our Talent Match recruitment service, Talent Bank, we will advertise your vacancy, screen applicants and pre-interview potential prospects in order to ensure you only interview the most appropriate candidates for your vacancy – all free of charge.


We offer a dedicated virtual learning platform which allows learners to keep on track of their course. In addition to this, it allows our tutors and employers to keep up-to-date with the progression of learners.