Level 2 Customer Service Practicitioner
Duration: 12 months (plus 3 months EPA)
Start date: Sept – July
Customer Service Practitioner Apprenticeship
If you’re looking to start a career in customer service, this apprenticeship is designed to give you the practical skills and knowledge you need to succeed. As a Customer Service Practitioner, you’ll play a vital role in representing an organisation and delivering high-quality support to customers across a range of platforms.
Throughout this programme, you’ll develop the confidence to handle customer interactions in a variety of settings – from processing orders and handling payments, to offering advice, resolving issues, and measuring satisfaction. You’ll learn how to communicate effectively, maintain professionalism, and create positive experiences that reflect your organisation’s values.
By the end of the apprenticeship, you’ll have the skills to deliver excellent customer service, adapt to different channels such as phone, email, social media, and face-to-face, and support customers in line with your organisation’s standards and regulatory requirements. You’ll be ready to work across any sector and make a real impact from day one.
Topics, units and assessments
As part of the apprenticeship, you will learn about:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Customer experience
- Products and service knowledge
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
- Developing self
- Equality-treating all customers as individuals.
You will be assessed using the following methods:
- The Apprentice Showcase: Enables learners to reflect and present examples of their development over the whole on-programme period.
- Practical Observation: 1 hour pre-planned observation of the role in play, scheduled to when the learner will be in their normal place of work and carried out by the Independent end point assessor.
- Professional Discussion: 1 hour discussion that gives you the chance to explain your work in more detail, reflect on your development, answer questions about how you approached tasks, and show how you would handle situations that may not have come up during your practical observation.
How you’ll learn
Off the job training is a critical and important element within the apprenticeship. Apprentices must complete the minimum requirement for the off the job training. The requirement is to complete a minimum of 6 hours per week or the equivalent over the practical learning duration (20% of capped 30 working hours).
Off the job training must deliver new skills and knowledge that are directly relevant to the apprenticeship standard and can include:
- Teaching of theory via blended delivery methods
- Practical training
- Work shadowing Supported learning and time spent writing any assignments/questions.
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Customer Service Advisor
These professionals support customers by answering questions, solving problems, and providing information about products or services. They often work across multiple channels to ensure a positive customer experience.
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Checkout Assistant
Checkout assistants help customers at the till by scanning items, processing payments, and handling any queries during the checkout process. They play a key role in creating a friendly and efficient shopping experience.
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Call Centre Representative
Call centre representatives handle incoming and outgoing calls, providing support, information, or sales assistance to customers. They must communicate clearly and professionally to resolve issues and meet customer needs.
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Receptionist
Receptionists are the first point of contact for visitors and callers, greeting people, answering phones, and managing front-desk duties. They help create a welcoming environment and ensure smooth day-to-day operations in the workplace.
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Develop Skilled Professionals
Apprentices gain hands-on experience in key areas such as communication, problem-solving, and conflict resolution. They learn how to handle customer interactions effectively, build relationships, and enhance customer satisfaction, helping to create a positive brand reputation.
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Improve Customer Retention
Well-trained customer service employees can improve customer experiences, leading to higher satisfaction levels. By developing employees who understand how to handle inquiries, complaints, and service recovery professionally, it contributes to customer retention.
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Enhance Productivity and Efficiency
Apprenticeships provide structured training in key customer service processes, including using CRM systems, managing queries, and streamlining service delivery. This ensures employees work efficiently, reduce response times, and contribute to overall business performance.
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Cost-Effective Workforce Development
With government funding and apprenticeship levy support, hiring apprentices is a cost-effective way to develop talent. Providing career progression opportunities through apprenticeships also improves staff retention, and ensures a stable, experienced workforce.
Employer Hub
Get the information you need on how apprenticeships can benefit your business.
Our Employer Hub provides clear guidance on how apprenticeships can help your business thrive, plus all the details about funding and support you'll get every step of the way to make apprenticeships a key part of your workforce strategy.
Employer solutionsI would definitely recommend taking part in an apprenticeship, the support I get is great and the facilities I use are the same as in the depot.
Nathan, Bus and Coach Apprentice