Customer Service Practitioner Level 2

The Apprenticeship duration is a minimum of 12 months.

The role of a customer service practitioner is to deliver high quality products and services to their organisation’s customers.

Your core responsibility will be to provide high quality customer service from the workplace, online, or directly at the customer’s locality.

The role includes:

  • Dealing with orders and payments.
  • Offering advice and help.
  • Meet-and-greets.
  • Sales.
  • Finding solutions to problems.
  • Aftercare.
  • Service recovery.

You may be the first point of contact and you may end up in any sector or organisation type. Your actions will directly influence the customer’s experience and satisfaction with your organisation. You’ll be trained to demonstrate excellent customer service skills and behaviours as well as product or service knowledge. You’ll provide the service in line with your 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.

A work-based apprenticeship will:

  • Help you work at the commercial speed employers expect.
  • Increase your confidence working in a team and in the workplace.
  • Give you the skills and knowledge to become a competent member of staff.
  • Give you a reference for your CV.
  • Provide you with essential employability skills to give you the best start in your working life.
  • Maths and English

    Maths and English will be included in the delivery of the programme; unless you have achieved Grade A-C or 9-5 at GCSE level or a Level 1 or 2 Functional Skills qualification.

    You will have to complete your Functional Skills at Level 1 to achieve the full qualification.

    Teaching and support for Maths and English will be given in the workplace and contextualised to the working environment.

  • Eligibility and employment


    To access the Government funding to become an apprentice you will need to:

    • Any age.
    • Have been an EU resident for a minimum of 3 years.
    • Not be in full-time education.



    • You will be a full time, employed member of staff
    • You will need to have a contract of employment with your employer
    • You can be paid the minimum of £3.90 per hour (The National Minimum Apprenticeship Wage will rise on the 1st April 2020 to £4.15), unless you are aged 19 or over and completed the first year of your apprenticeship.
  • Teaching, learning and assessment

    Throughout the apprenticeship 

    You will be given access to a dedicated e-portfolio system called E-Track to help manage your training programme.

    E-Track allows you to upload your work to your Assessor and get feedback in-between visits; it also shows your progression through the apprenticeship.

    You will learn by completing some of the following elements:

    • One-to-one teaching, learning and assessment.
    • Workshops.
    • Online virtual learning.
    • Webinars.
    • Online interactive resource suite.


    Off-the-job training

    20% of the programme needs to be completed in off-the-job training, such as:

    • Attending conferences.
    • Completing industry e-learning courses.
    • A first aid course.


    At the end of the apprenticeship

    We’ll prepare you for the end-point assessment for which you’ll need to complete an Apprentice Showcase, Professional discussion and Practical Observation.

  • Career Progression

    The next step is to complete a Level 3 apprenticeship either with your current employer or with a new employer.

    A career in business is filled with opportunities to move up the ladder, across disciplines – it can even take you abroad.

    Click here to view our Business Career Path!