Level 2 Customer Service Practitioner

Who is this course for?

The Level 2 apprenticeship standard for the Customer Service Practitioner is designed for apprentices in customer service roles.

Customer Service Practitioners need to demonstrate excellent customer service skills and behaviours, as well as strong product and/or service knowledge. They provide service in line with customer service standards and strategy and understand regulatory requirements. They assist customers either face-to-face or by phone, post, email, text and through social media.

What will the programme consist of?

The apprentice gain the essential knowledge, skills and behaviours to provide first class customer service, develop themselves and enhance their professional and employability skills.


They will gain the knowledge needed to do their job to the best of their ability, legally and in line with company policies, looking at:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge


They will develop transferable skills to allow them to confidently apply the knowledge they will be learning, covering:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge


The apprentice will learn how to take ownership of their attitude and behaviours to take responsibility for their personal and professional success, looking at:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time” – clarify and manage customer expectations

How to apply

To apply or if you require any further information please contact: