Programme Overview
12-month programme + End Point Assessment | Nationally recognised qualification
Fully funded – there’s no cost to you as a learner. You’ll earn a real salary in a paid, full-time role from day one.
During this programme, you’ll learn to deliver brilliant customer experiences across key touchpoints and channels – building the confidence to solve problems, support sales, and turn great service into real opportunity.
Who It’s For
This programme is ideal for anyone who wants to start or grow a career in customer service, whether you’re fresh out of education, returning to work, or ready to step up in your current role. No prior experience is needed, just curiosity, commitment, and character.
”Being a great customer service practitioner isn’t just about solving problems - it’s about making people feel heard, respected and valued. I’ll be here to help you build those skills, grow your confidence, and feel proud of the impact you make every day.
Skills You’ll Build & What You’ll Learn
What You'll Learn
- Know how to identify different customer types and their needs
- Understand your organisation’s values, procedures, and regulatory responsibilities
- Use systems and tools to monitor service levels and deliver support
- Build rapport, handle enquiries, and resolve issues with empathy
- Learn to collect feedback and measure customer satisfaction
Skills You’ll Build
- Active listening & clear communication
- Influencing, conflict resolution & service recovery
- Personal organisation & time management
- Professional conduct – correct tone, presentation & “right first time” approach
- Continuous improvement through feedback & reflection
Qualification & Accreditation
You’ll gain the Customer Service Practitioner Level 2 Apprenticeship (equivalent to GCSE level)
You may also complete Level 2 Maths & English Functional Skills, if required
What the Programme Looks Like
A blended, wraparound learning experience designed to help you learn and grow every week – with all your progress tracked and supported through our smart learning platform, Aptem.
What You Will Experience
- Monthly training modules led by industry-expert coaches, designed to build your skills step-by-step
- 6–8 hours per week of off-the-job training/learning
- Live workshops with real-world insight
- Ongoing 1:1 mentoring and support
- Online study and practical reflection via Aptem
- Structured on-the-job learning aligned with your day-to-day role
- Final End Point Assessment (EPA) to demonstrate everything you’ve achieved
Career Progression
Completion unlocks roles such as:
Many move on to Level 3 programmes like Customer Service Specialist or Team Leader, or transition into business admin and leadership pathways
Your Experience as a Futurist
At Diverse Futures, you’re not just starting a programme – you’re joining a movement. As a Futurist, you’ll grow in confidence, build skills that last, and be part of a community that believes in making a difference.
You’ll get access to enrichment opportunities, inspiring events, and a network of peers and alumni who’ve got your back. We’re a proud B Corp with a mission to open doors – and keep them open for those coming up behind.
With safeguarding and wellbeing built into every step, you’ll grow in a place that’s safe, supportive, and serious about your future.
Why Employers Choose Diverse Futures
Unlock your Team’s Potential:
- Apprentices bring fresh energy and enthusiasm that lifts team morale and sparks innovation
- Hiring apprentices helps build a loyal, skilled workforce tailored to your company’s needs
- Fully funded through the Apprenticeship Levy — no extra cost to your business
Programme-Specific Benefits:
- Confident, capable customer service practitioners who enhance client satisfaction and retention
- Improved communication and problem-solving skills that reduce complaints and increase loyalty
- Employees trained to represent your brand values consistently across every customer interaction
Who Can Apply
We believe talent is everywhere but opportunity isn’t.
We back young adults from low-income, diverse, and state school-educated backgrounds to break into industries they’ve historically been excluded from. We champion those already in work, helping them grow, upskill, and thrive.
Our programmes are inclusive and open to people at different stages of life and career. If you’re ready to show up and put in the work, you’re in the right place.
Depending on the level and employer requirements, our programmes are open to:
- School leavers aged 16+ (we’ll guide you if the role requires 18+)
- Career changers
- Jobseekers
- Current employees looking to upskill
To be eligible, you must:
- Have the right to work in the UK
- Have lived in the UK or EEA for the past 3 years
- Be in a role where you can apply your learning (we can help you find one)
- Not already hold a qualification in the same subject
- Not be studying another government-funded qualification
Your training is fully funded, and you’ll earn a salary while gaining real experience in a full-time role.
- We work with employers who value character, attitude, and aptitude to learn, not just CVs.
- We unlock potential so everyone has the chance to thrive.
Explore More Pathways
Looking for Something Different?
Explore our apprenticeship suites:
Key Insights
Who
This programme is ideal for anyone who wants to start or grow a career in customer service, whether you’re fresh out of education, returning to work, or ready to step up in your current role.
Career Progression
Completion unlocks roles such as:
Customer Service Advisor • Customer Support Rep • Retail Advisor • Contact Centre Representative
