Customer Service Practitioner Level 2


A Customer Service Practitioner will be directly involved with customers and manage and control situations and problems and complaints which may occur to ensure the best service is delivered.

The 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, monitoring and evaluating the service offer to include retention and marketing.

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
  • gaining insight through measuring customer satisfaction and following all the policies and procedures of the workplace and legislative requirements.

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Who is this for?

This apprenticeship is aimed at those who want to pursue a career working in a range of different types of customer service environments.

It will give you the skills and knowledge you need to be able to pursue a career in customer service.

Typical roles include

  • Customer Service Advisor
  • Sales Assistant
  • Customer Service Administrator.
What entry requirements do I need to start the apprenticeship?

Applicants need to be aged 16 or over and will need to hold a relevant English and maths qualification at GCSE grade 9-4 (A*-C) or be prepared to achieve Functional Skills qualifications as part of their course.

Apprentices need to be in a suitable role in order to apply the relevant knowledge, skills and behaviours required for the apprenticeship with the support of their employer.

What will the apprenticeship cover?

The apprenticeship will give you the chance to learn and gain a nationally recognised qualification whilst being employed. Sample topics which will be covered include:

  • Knowing your customers
  • Understand the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibilities
  • Communication
  • Dealing with challenging customers
  • Product and service knowledge

Apprentices will need to demonstrate their knowledge, skills and behaviours across the occupational standards.

This apprenticeship also has an End Point Assessment which you will be expected to complete to achieve the qualification. 

This includes:

  • An observation in the workplace
  • Professional discussion
  • Showcase of your portfolio of work
Where and when will I learn?

The apprenticeship will typically take 15 months to complete.  During the apprenticeship you’ll attend regular training sessions at Billingham Community Centre to meet the requirements of the apprenticeship and in preparation for End Point Assessment.

You are also required to complete at least 20% off the job training with the support of your employer  through a range of flexible approaches which will be discussed when you enrol for the apprenticeship.

What should I bring with me?

For the first session you would need to bring;

  • Proof of your previous qualifications and proof of identity
  • Laptop (if preferred)
  • Notebook and stationary
What shall I do next?

The qualification will provide progression opportunities to other qualifications such as:

  • Level 3 Customer Service Practitioner Apprenticeship
  • Level 2 Business Administration Apprenticeship
  • Level 3 Business Administrator Apprenticeship

There are a huge range of job opportunities for people with customer service qualifications as they are a key part to a wide variety of roles.  This apprenticeship could help you develop your career in customer service, retail, administration, hospitality and working with the general public. 

For further information including costs, potential grants and our free recruitment service please contact Mike Elliott on 01642 528764 or email

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