Customer Services Level 2 Standard

Customer Services Apprenticeships

The Customer Service Practitioner Apprenticeship has been designed to for learners progressing into a customer facing role or looking to develop their current role.

Our Customer Service Practitioner Apprenticeship lasts for 13 months and is made up of 13 modules that will cover the totality of the standards. These will be delivered through online and physical visits throughout the first 12 months of the qualification. During the first 12 months of the course, learners will develop a portfolio of their best work.

What does the Apprenticeship Cover?

Learners will complete training and activities to cover the 13 modules below. These are completed through workbooks, practical sessions and observations and have been designed to meet the Customer Service Practitioner standard as well as the Level 2 Diploma for Customer Service Practitioners (RQF).

  • Module 1: Knowing your Customers
  • Module 2: Understanding your Organisation
  • Module 3: Meeting Regulations and Legislation
  • Module 4: Systems and Resources
  • Module 5: Your Role and Responsibilities
  • Module 6: Customer Experience
  • Module 7: Products and Services
  • Module 8: Interpersonal Skills
  • Module 9: Communication
  • Module 10: Influencing Skills
  • Module 11: Personal Organisation
  • Module 12: Dealing with Customer Conflict and Challenges
  • Module 13: Behaviours

What Qualifications will you get?

This course is designed with you in mind. We work with you to develop your employees and deliver up to date and relevant skills to enable them to deliver effective customer service both internally and externally throughout your company. You will get:

  • Customer Service Practitioner Level 2 Standard
  • Level 2 Customer Service Practitioners Diploma (RQF)
  • Functional Skills Maths Level 1
  • Functional Skills English Level 1

Why Hire an Apprentice

End Point Assessment

After 12 months the learner will have completed their level 1 Functional skills qualifications, completed all modules within the course, obtained their level 2 Diploma and developed their portfolio. They will then be ready to progress onto EPA (End Point Assessment) This Includes:

Apprentice Showcase

This is a compilation of the apprentice’s best work over the duration of the program and is to be pulled from their portfolio and assessed against the standard. The showcase will be assessed against an externally set brief by our EPA organisation Highfields, this brief includes the different types of evidence that are required within the showcase. The learner will be expected to provide a report or presentation reflecting on the work they have completed over the past 12 months

Practical Observation

The learner will take part in a pre-planned and scheduled observation that will last a minimum of one hour. This will be carried out in the learner’s work place and must provide evidence of the learner applying their skills, knowledge and behaviours within their job role. At a minimum, learners will display: presentation, equality, interpersonal skills, communication and personal organisation

Professional Discussion

The learner will take part in a professional discussion with an external assessor. This will last a maximum of one hour. During this discussion, the learners line manager or employer will be present to confirm validity of evidence provided. The purpose of the professional discussion is to gather evidence for scenarios that have not been evidenced during the observation


This Qualification is Government Funded and falls under the new Apprenticeship Levy Scheme. Our Customer Service Qualification requires a 10% employer contribution. Total costs of training is £4,000 The employer is required to fund 10% of this equating to £400

Payment Option

1 x Payment of £400 + VAT

Businesses who have less than 50 employees won’t pay anything if they employ apprentices under the age of 19, and will receive a £1,000 payment.

For more information on the Apprenticeship Levy and how it effects your business, Download our Levy Leaflet

Next Steps

If you’re an employer looking to Up-skill your team or hire a new Apprentice please click here

If you would like to apply for an Apprenticeship in Customer Service please click here

NTG Training offers the following Apprenticeships in Customer Services:

  • Customer Service Level 2 Standard