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Level 2 Apprenticeship

Customer Service Practitioner

Customer Service Practitioners are hugely influential in the delivery of a good customer experience and their satisfaction with an organisation.

Customer Service Practitioners need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. They will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media. 

Apprenticeship information

  • Entry requirements

    A minimum of four GCSEs at grade 3/2 (D/E) or above is desirable.

  • Where will I study?

    In your workplace

  • Duration

    • 16 months - one day per week
    • You will need to spend at least six hours per week completing your ‘off the job’ training/work.
close-up-students-writing-reading-exam-answer-functional skills

English and Maths

You may need to complete your English and Maths Functional Skills depending on your GCSE grades, or if you cannot provide evidence of your GCSE results.

The Functional Skills programme runs as an addition to the time you are already required to spend doing your off-the-job training. Following a thorough assessment process, we will select a learning plan suitable for you, which will be either 2-weeks full-time or 12-weeks (one day per-week) each for English and/or maths.

If a subject needs re-sitting, this will be additional time in the classroom on top of your learning plan.

Flexible delivery comprising of knowledge and tutorial workshops
for one-to-one development and support
One-to-one tutorials
Access to learning on e-portfolio
Regular assessor visits

What you'll learn

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Your role and responsibilities
  • Customer experience
  • Product and service knowledge

Next steps

On completion of this course you may want to consider the following options to further your career.

Where can you progress to?

Frequently asked questions

This relates to evidence collected by the learner to ‘prove’ they have met the standards. This could be examples of work completed, positive feedback received from customers/managers or a written statement detailing the steps taken to resolve problems, for example.

We make use of an online portfolio system, which means everyone has access 24/7 whether working in the office or from home.

Absolutely – we support all learners to develop their Maths/English skills throughout the programme and deliver Functional Skills qualifications at the appropriate level where applicable.

The minimum duration for all Apprenticeships is 12 months. Apprenticeships can be completed at any point from month 13 depending on progress made throughout the programme.

Your assessor will conduct monthly meetings, where learning and development will take place as well as assessments.

There is a 60 day wait time from completion called the ‘gateway to End Point Assessment (EPA)’. During this time, we complete a mock-EPA to help prepare you.