Customer Service Practitioner Level 2

Progression Routes

Customer Service Specialist Level 3

Business Administrator Level 3

Key Facts

Course Cost: £3,500

Employer Contribution: £350


Customer Service Practitioner Level 2 Standard

Level 2 Customer Service Practitioners Diploma (RQF)

Level 1 Functional Skills Maths*

Level 1 Functional Skills English*

*If required

For more information Download our Full Course Brochure ↓

Duration: 13 Months

Entry requirements: To be eligible for this course, you would ideally have at least 4 GCSE’s (grade A* to D/9 to 4) or equivalent. This will ideally include Maths and English. You must also already be working in a position where you deal with internal and external customers regularly.

Become a Customer Service Expert with our unique blended learning approach

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

Usual responsibilities for someone looking to complete this qualification are: one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.

Our Customer Service Practitioner 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.


Apprentix is an e-learning and e-portfolio management system that has grown from over 15 years’ experience in creative apprenticeship and e-learning delivery for some of the UK’s most prominent employers, Apprentix has been designed to be the only ‘all in one’ apprenticeship system, which is uniquely supplied with +200 hours of high quality online learning for each standard Learners will have access to a variety of online learning that has been designed to give them all of the essential knowledge they need to become a specialist within Digital Marketing. All apprentices will have access to all the e-learning course on the system free of charge in addition to the courses built into the apprenticeship package. These can be allocated anywhere throughout the course to meet you business needs, saving you time and money

Tutor Suport

The apprentice will receive regular tutor support throughout their qualification. A blended learning approach will be used. They will have monthly face to face visits and webinars alongside regular email and phone contact. The resources on Apprentix have been designed to run in conjunction with the sessions, allowing the learner to research and review each topic with ease.

Funding Options

This qualification is government funded and falls under the new Apprenticeship Levy Scheme. Our Customer Practitioner qualification requires a 10% employer contribution. Total cost of training is £3,500. The employer is required to fund 10% of this equating to £350.

Business that have less than 50 employees won’t pay anything if they employ apprentices under the age of 19, and will receive a £1000 incentive payment. This will be discussed during the initial engagement to determine eligibility.


Knowing Your Customers

Covering knowledge in relation to knowing your customers, exploring areas such as the types of customers, their needs and priorities, managing their expectations and adapting your service approach.

Understanding Your Organisation


Covering knowledge in relation to understanding your organisation, exploring areas such as the purpose of the organisation, the brand promise, core values and culture, and policies and procedures.


Meeting Regulations And Legislation

Covering knowledge in relation to meeting regulations and legislation, exploring areas such as legislation and regulatory requirements, codes of practice, ethical standards, your responsibilities and how to apply these in practice.

System And Resources

Covering knowledge in relation to the systems, equipment and technology used in your organisation and how you use them to meet the needs of your customers, exploring areas such as the measurement and evaluation tools available to monitor customer service levels.

Your Role And Responsibilities

Covering knowledge in relation to your role and responsibilities, exploring areas such as how your role and responsibilities in the organisation impact on others and the agreed targets and goals you need to achieve.

Customer Experience

Covering knowledge in relation to your role creating a customer-focused experience, exploring areas such as how establishing the facts and building trust with customers will enable you to respond positively to customers’ needs and requirements.

Product And Service


Covering knowledge in relation to understanding the products or services that are offered by your organisation, exploring areas such as understanding the features and benefits of products or services, how you maintain and update your product or service knowledge and why this is important.


Interpersonal Skills


Covering the underpinning knowledge to meet the interpersonal skills required, exploring areas such as using a range of questioning techniques, listening and responding in a way that builds a rapport, determines customers’ needs and expectations and achieves a positive engagement and delivery.




Covering the underpinning knowledge to meet the communication skills required, exploring areas such as verbal and non-verbal reinforcement techniques during face-to-face and non-facing interactions, tone of voice in all communications and adapting your tone, attitude and behaviour to meet customers’ needs and expectations.

Influencing Skills


Covering the underpinning knowledge to meet the influencing skills required, exploring areas such as providing clear explanations and offering options to help customers make choices that are mutually beneficial to both the customer and your organisation.


Personal Organisation

The underpinning knowledge to meet the personal organisation skills required, exploring areas such as prioritising, planning and meeting deadlines, monitoring the progress of tasks, responding in a professional manner to challenges and changes and adjusting priorities accordingly.

Dealing With Customer Conflict And Challenges

Covering the underpinning knowledge to meet the skills required for dealing with customer conflict and challenges, exploring areas such as demonstrating patience and calmness, understanding customers’ points of view, signposting and resolution, maintaining informative communication during service recovery to meet customers needs and managing expectations.

Typical jobs

The Customer Practitioner Level 2 Apprenticeship is designed for people working in an existing customer service role at entry or junior level.

  • Customer Service Apprentice
  • Receptionist
  • Call Centre Operative
  • Customer Support Office
  • Help Desk Support