Citysprint (UK) Limited

Customer Services Practitioner Apprentice - Intermediate (Level 2)

Citysprint (UK) Limited (Employer)

Hawk Management (UK) Limited (Training Provider)

Annual wage £12,675.00
37.5 hours per week Monday – Friday 9am - 5.30pm (with one hour for lunch unpaid)
13 months (duration)
15 October 2022(start date)
Customer service practitioner (apprenticeship standard)
29 September 2022 (application closing date)
Register interest

Job Description

A successful Customer Services Apprentice will ensure our customers get the best experience when dealing with us, we need our Customer Services Apprentice(s) to be compassionate and able to empathise with our (and if all goes to plan, YOUR) customer(s), whilst managing their expectations and resolving any issues they face.


What will the apprentice be doing?

  • Always manage all direct communications relating to designated driver workload courteously and efficiently in line with Network Utilisation rules
  • Proactively manages and resolves direct customer, courier, and control queries by effectively communicating with other departments
  • A good understanding of what good customer service looks like
  • Ensures all in-house systems are updated accurately and in a timely manner program CityTrak and X-Despatch 3
  • Learn our internal policies and procedures, including any complaints processes and customer policies that are relevant to the role.
  • Learn CitySprint’s systems, equipment, and technology to meet the needs of your customers.

What training will the apprentice take and what qualification will the apprentice get at the end?

Apprenticeship Programme:  Customer Service Practitioner
Level: 2
Duration: 13 months
Course Type: Apprenticeship Standard

Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your workplace.

Units Covered:
The Apprenticeship programme is made up of different units.  Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.

These are grouped into 2 themes which complement each other and are as follows:

1)    Customer Service Foundations

2)    Customer Service Delivery & Personal Effectiveness


  • After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
  • After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
  • End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met. 
  • Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.

Functional Skills: 
Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s  A – C / 4 - 9 or equivalents in English and Maths).

What is the expected career progression after this apprenticeship?

Once the apprenticeship has been completed with City Sprint then there may be an opportunity to stay with the business or apply for other vacancies.

Skills Required

Communication skills

Qualifications Required

GCSE or equivalent English (Grade A*/9 - E/3) Desired
GCSE or equivalent Maths (Grade A*/9 - E/3) Desired
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This page contains public sector information licensed under the Open Government Licence v3.0. The information provider is the Education and Skills Funding Agency.