Level 2 Customer Services Practitioner Apprenticeship


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Level 2 Customer Services Practitioner Apprenticeship

Course summary

Gain the knowledge, skills and behaviours to become a highly skilled service expert. You’ll develop an in-depth understanding of the customer journey and be able to provide a high quality service, both internally and externally. You’ll also gain a valuable GCSE-level qualification to help you develop your career in customer services.

  • Qualifications – Level 2 Diploma in Customer Service
  • Learning style – face-to-face, online and workplace coaching
  • Progression – become a confident and qualified customer services practitioner
  • Duration – typically 12 to 15 months

Off-the-job training

As an apprentice you take 20% of your time at work to complete off-the-job training. It’s an innovative way for businesses to gain a multi-skilled workforce – you’ll be able to bring sector insights and the latest knowledge into your organisation.

We’ll support you to train during work hours and confidently evidence your off-the-job learning, supported and facilitated. You’ll immediately add value by applying your learning to your role – so it’s beneficial for both you and your employer.

Ideal for…

These are just a few of the typical job roles that fit this customer services apprenticeship:

  • Customer Service Adviser
  • Front of House Assistant
  • Customer Service Administrator
  • Trainee Customer Service Officer
  • Client Engagement Officer

What you’ll learn

On this customer services course, you’ll be supported to influence your customer’s experience and overall satisfaction. You’ll learn how to embed your organisation’s core values into your service approach, as well as dealing with customer conflict, challenges, requirements and expectations. You’ll also gain strong communication, problem solving and team working skills.


  • Improve your skills and capabilities
  • Discover new competencies
  • Gain a recognised qualification
  • Open up new career opportunities

How you’ll learn

The programme combines specialist onsite delivery, workshops and directed learning – including virtual learning, masterclasses and workplace coach visits.

The topics you’ll study

  • Personal and professional development
  • Business knowledge and understanding
  • Delivering against your targets
  • Customer journey
  • Providing positive customer service
  • Business systems and resources

How you’ll be assessed

You’ll complete formative assessments throughout the programme, compiling a portfolio of evidence.

At the end of the apprenticeship you’ll complete a summative end-point assessment – designed to check whether you’ve developed the required knowledge, skills and behaviours. This is conducted by an independent body to make sure it’s impartial. For this course, your end-point assessment organisation is Training Qualifications UK.

You’ll complete a showcase, an observation and a professional discussion with an independent end-point assessor.

Entry requirements

You’ll need to meet these requirements:

  • Level 1 English and Maths equivalent
  • Resident in the UK/EEA/EU for the last 3 years
  • Meet module requirements through your employment in a relevant job role

Career progression

After successfully completing this customer services programme, you’ll be awarded the Level 2 Diploma in Customer Services. With this qualification you’ll enhance your employability – and you could move on to study Level 3 Customer Service Specialist, the Level 3 Team Leader/Supervisor or Level 3 Business Administration.

Let’s help you train

Contact us to find out more about how the programme works and what it’s like to train as a Customer Services Practitioner with us.

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