Customer Service Practitioner Level 2
Apprenticeship

Introduction to the course 

Excellent customer service is the aim of any type of business. Whether the interaction is delivered face-to-face, over the telephone or via email, text or social media, an individual’s actions will influence the customer experience and enhance their opinion of your organisation. This makes customer service skills one of the most valuable assets learners can acquire. 

This programme has been designed to develop a learner’s customer service skills and help them recognise the impact their role has in fulfilling customer expectations, ensuring repeat business and enhancing your organisation’s core values. 

Learner outcomes 

Learners will gain an understanding of your organisation’s policies, any legislation that affects your business and company procedures including complaints processes and digital media policies. 

Completion of this programme will develop practical skills that will enable learners to: 

• Communicate effectively with customers face-to-face, over the phone or online 
• Build rapport with your customers to develop profitable relationships 
• Align the features and benefits of your product or service to meet your customer’s needs 
• Promote your organisation’s brand values and USPs 
• Resolve customer service issues 
• Evaluate customer service delivery by gathering stakeholder feedback to identify and suggest improvements 

What are the entry requirements?

There are no formal requirements to apply to do this apprenticeship. However, you will be required to deal with customers face-to-face, so good communication skills, respect, and a desire to help the customer get the best outcome are desirable.

Assessment 

Once the business is confident that all the requirements have been met, the learner will progress to the End-Point Assessment, which comprises of an apprentice showcase, practical observation and professional discussion. Level 2 English and Mathematics must be achieved to complete the apprenticeship. 

A good fit for 

Those looking for an entry level route into a customer service position. 

Future job roles 

• Customer Service Assistant 
• Customer Service Representative 

What’s next? 

Learners can choose to progress to the Customer Service Level 3 apprenticeship or seek employment in a customer service role. Completion of this apprenticeship enables learners to join the Institute of Customer Service as an individual member at a professional level. 

What can I do afterwards?

Customer Service skills are highly desirable, transferable skills. This qualification will put you a step ahead of the competition. You could seek employment in a customer service role, or you could progress further on to Customer Service Level 3.

Who is this apprenticeship for?

Whether you’re looking for your first role, or have some experience but want to top up your skills and competencies, then this course is for you. If you’re searching for a role, take a look at our vacancies.

For more information, get in touch with us below, or speak to our advisors on 0333 323 4050