Level 2 Customer Service Practitioner Apprenticeships

Subject Area: Course code: Course Type:
Centre for Professional Development PD025E05/20/1 Apprenticeship

Course Information

The customer service practitioner may be the first point of contact with your organisation and work in any sector or organisation type. Your actions will heavily influence the customer experience and their satisfaction with your organisation. This apprenticeship will ensure that you can demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. This is a great option for anyone wanting to start in customer services, business administration, retail or hospitality.


Course Content
  • You will be required to undertake and have an understanding of a number of different core skills, knowledge and behaviours in order to complete this apprenticeship. These include:

    Customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
    Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
    Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
    Communications - including interpersonal, tone of voice and verbal and non-verbal communications
    Presentation - including dressing appropriately and using positive and confident language
    Using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels

    If you do not already hold Level 1 Functional Skills in maths and English (GCSE grade 2 or E), you will need to achieve this level and take the test for Level 2 Functional Skills in maths and English prior to taking the end-point assessment.

    Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Entry Requirements
  • GCSE grade 2 or E in maths and English or level 1 functional skills in maths and English.
    Entry is subject to a successful interview and you will undertake an initial assessment in maths and English regardless of previous qualifications.
    You must be working under a suitable and relevant contract of employment for a minimum of 30 hours a week.
Next Steps
  • You will have the opportunity to progress on to a higher level apprenticeship standard or to continue working within the industry.
Career Opportunities
  • Customer Service Assistant, Customer Service Advisor, Customer Service Trainee and Customer Service Administrator.

Dates & Fees

Dates & Times
Start date: End date: Start time: End time:
Throughout the Year Dependant on apprenticeship
Mode of attendance
Day of the week Number of sessions
Dependant on apprenticeship Dependant on apprenticeship
Course Fees

There are no course fees for eligible students. Students will also earn a full-time wage while they are working for their apprenticeship employer.

Materials Required

You will need access to a PC/laptop to develop your e-portfolio.

What's next?

Is this course for you? Go ahead and book online now. If you'd like more information we are happy to answer any questions.