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Customer Service Practitioner Level 2 Standard


Approx. duration: 15 months

Start Date: Anytime

Attendance: All assessment and training is undertaken in the workplace

Entry requirements:

  • Individual employers will set their selection criteria for applicants
  • Apprentices need to be employed for a minimum of 30 hours a                 week and have a contract of employment
  • Entry into the Apprenticeship is subject to a thorough skills scan               assessment to clarify course suitability
  • Apprentices must achieve Functional Skills Level 1 in English                     and/or Maths if they have a GCSE grade below Grade 2 or E.                   Additionally, they should demonstrate a commitment to working               towards and completing the Level 2 exam before reaching the                 End-point assessment
  • Apprentices who have already achieved GCSE grade 2 or                        Functional Level 1 in English and/or Maths will need to                             demonstrate a willingness to work towards and successfully                     complete the Level 2 exam prior to the End-point assessment

On-programme learning:

  • Customer Service Practitioner Standard
  • English and Maths (if required) Level 2

End-point assessment:

Delivered by City and Guilds


Apprentices successfully completing this Apprenticeship have opportunities to progress within the industry by continuing onto the Team leader/Supervisor Level 3 Apprenticeship or other suitable courses.

Course Summary:

Apprenticeships are work-based training programmes designed around the need of both the Apprentice and their employer.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation, these can be a combination of internal and external customers. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.

These may be one-off or routine contacts and include

  • Dealing with orders
  • Payments
  • Offering advice, guidance and support
  • Meet-and-greet
  • Sales
  • Fixing problems
  • After care, service recovery or gaining insight through measuring              customer satisfaction

You may be the first point of contact and work in any sector or organisation type. Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media

Institute for Apprenticeships