Level 2 Customer Service Practitioner

Providing valuable customer service to achieve key objectives.

Customer service practitioner apprenticeship standard

This level 2 apprenticeship training programme develops the skills, knowledge and behaviour required to effectively liaise with customers, providing essential information which supports sales, customer service and complaints teams in achieving key objectives.

After completion of this programme, you can join the Institute of Customer Service as an individual member at professional level.

You can then progress onto either our Level 3 Team Leader/Supervisor or Customer Service Specialist apprenticeship programmes.

Your apprenticeship journey

Months 1 to 5

Personal effectiveness
Knowing your customers
Product and service knowledge
Understand the organisation
Systems and resources

Months 6 to 10

Your role and responsibilities
Customer focus
Product and service knowledge
Customer service

Months 11 to 16

Interpersonal skills
Dealing with customer conflict and challenges
Preparation for your End Point Assessment (EPA)

Things to consider

Entry requirements

You must have been a UK, EEA, or EU resident for at least the past three years to undertake this training programme.

In addition, you must be able to commit to the full length of the programme and be able to meet the programme modules through your job role.

If you do not have a level 2 or equivalent in Maths and English, you will be required to work towards achieving these qualifications as part of your apprenticeship.

How will you learn?

Over the duration of 16 months, you will receive a combination of face-to-face and online training and support.

You will undertake an online assessment that will help us to understand your learning style and needs, then we will tailor your learning experience accordingly.

We ensure that you stay on track to complete your programme on time by managing your progress through our state-of-the-art e-portfolio system, Smart Assessor.

At the end of your programme, your learnt knowledge, skills and behaviours will be assessed by an independent assessor in your end-point assessment (EPA).

Off-the-job training

As part of the apprenticeship, alongside your job role, a minimum of 6 hours per week of your time in work must be dedicated to improving new skills, knowledge and behaviours.

You will undertake an online assessment that will help us to understand your learning style and needs, then we will tailor your learning experience accordingly.

This can be any time devoted to learning and improving new skills without interruption.


Make an impact

We’re all about making an impact, be that individuals making an impact through their day-to-day work, or by organisations making their impact on our economy.

As a national training provider, we make this impact throughout the UK, with expertise in childcare, healthcare, business, and IT and digital skills. 

For further information, complete the form below, call us on 01753 596 004, or email us.

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