CUSTOMER SERVICE PRACTITIONER LEVEL 2
About The Course
The Customer Service Practitioner Level 2 apprenticeship equips learners with the essential skills and knowledge to deliver outstanding customer service across a variety of industries. Covering key areas such as customer communication, problem-solving, conflict resolution, and business processes, this programme prepares individuals for roles like customer service advisor, receptionist, call centre operator, and client services assistant.
Delivered over 13 months, the apprenticeship blends workplace training with expert guidance from experienced Skills Coaches, ensuring learners develop the practical and professional skills needed to provide high-quality service and enhance customer experiences.
Apprenticeship Details
Apprenticeship Standard: Customer Service Practitioner Level 2 Duration: 13 months Funding Band: £3,500 End-Point Assessment (EPA): Highfield Delivery Model: Blended learning with workplace training and support from our expert Skills Coaches Progression: Leads to roles like Customer Service Advisor, Call Centre Operator, or Estate Agent, with opportunities for further qualifications.
What Are Knowledge, Skills, and Behaviours (KSBs)?
The Knowledge, Skills, and Behaviours (KSBs) framework is a key part of apprenticeship standards. It ensures apprentices develop a well-rounded understanding of their role, gain practical expertise, and demonstrate the right workplace attitudes.
Click below to explore the full list of Knowledge, Skills, and Behaviours (KSBs) for the Customer Service Practitioner Level 2 apprenticeship 
Understanding the Organisation: Comprehend the purpose, aims, and values of the organisation, and how your role contributes to its objectives.
Meeting Regulations and Legislation: Be aware of relevant laws and regulatory requirements that impact customer service delivery.
Systems and Resources: Understand the use of organisational systems, equipment, and technology to meet customer needs effectively.
Product and Service Knowledge: Maintain up-to-date knowledge of the organisation’s products or services to enhance customer interactions.
Understanding Customers: Recognise different customer profiles and their expectations to tailor services appropriately.
Customer Experience: Understand the importance of customer loyalty and the factors that influence customers’ perceptions of the organisation.
Interpersonal Skills: Communicate effectively with customers and colleagues, adapting your approach to suit different situations.
Communication: Use clear and appropriate language, both verbal and written, to interact with customers.
Influencing Skills: Provide appropriate product and/or service options to meet the identified needs of customers and the organisation.
Personal Organisation: Prioritise and plan the completion of tasks according to agreed deadlines.
Dealing with Customer Conflict and Challenge: Maintain calm and patience when dealing with challenging customer situations.
Developing Self: Conduct a self-assessment to identify strengths and weaknesses in relation to the job role.
Being Open to Feedback: Seek constructive feedback about customer service skills and knowledge from others.
Team Working: Work with others in a positive and productive manner.
Equality: Treat all customers equally, respecting diversity and ensuring no discrimination.
Presentation: Maintain a professional appearance and follow organisational dress codes.
Entry Requirements
This apprenticeship is suitable for:
✅ Individuals working in or aspiring to a customer service role in any industry
✅ Those employed in a relevant job role, where they can develop and apply customer service skills in the workplace
✅ Candidates with GCSEs (or equivalent) in English and Maths at Grade 4/C or above (if not already achieved, Functional Skills support is available)
✅ Employees who want to develop communication, problem-solving, and customer engagement skills
Employers may set additional criteria depending on business needs.
Eligibility Criteria
To be eligible for apprenticeship funding, learners must:
Be aged 16 or over Be employed in a relevant role for at least 30 hours per week Have the right to work in England and have been resident in the UK/EEA for at least 3 years (some exceptions apply) Not already hold a similar qualification at the same or higher level
Employers may set additional criteria depending on business needs. If you’re unsure about eligibility, get in touch with us for guidance.
Career Prospects
Upon completion of this apprenticeship, learners can progress into a variety of customer service roles, including:
💼 Customer Service Advisor
💼 Call Centre Operator
💼 Receptionist
💼 Customer Support Representative
💼 Client Services Assistant
With experience, apprentices may also advance to higher-level qualifications such as the Customer Service Specialist Level 3 or Team Leader Level 3 apprenticeships.
Employers: Why Hire a Customer Service Apprentice?
Hiring an apprentice can enhance customer experiences, improve brand reputation, and increase business success. Apprentices bring enthusiasm, problem-solving skills, and a customer-focused mindset, making them valuable assets to any team.
✅ Cost-effective workforce development – £3,500 funding available, with government incentives for eligible employers
✅ Boost customer satisfaction – Train staff in industry-relevant service skills
✅ Improve retention – Invest in employee development and build a loyal team
Interested in hiring an apprentice? Get in touch to discuss how we can support your business needs.