Apprenticeship Standard For Customer Service Level 2

Our full Standard factsheet can be viewed here: Customer Service Practitioner

Occupational profile

Customer Service Practitioners play a vital role as the first point of contact for your clients across all sectors. They provide a high-quality service to customers, be this in the workplace, digitally or meeting external customers face-to-face.

Customer Service Practitioners are key to influencing the customer experience and their satisfaction with your organisation. They will interact with your customers across a wide variety of situations and platforms (via telephone, email, social media, post, text and in person) and in line with the organisation’s customer service standards/strategy and appropriate regulatory requirements.

The will 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. Whatever the task in hand, a Customer Service Practitioner will demonstrate excellent customer service skills and behaviours as well as comprehensive product and/or service knowledge when delivering to your customers.

Video Overview

Key Facts

Duration – 12-15 months

Study mode/frequency – Regular attendance on bespoke virtual learning environment and face-to-face meetings planned in with a dedicated tutor

Qualification РUpon completion the apprentice will receive: Customer Service Level 2 qualification

Knowledge and Skills

  • Understanding the organisation
  • Knowing your customers
  • Customer experience
  • Meeting regulations and legislation
  • Systems and resources
  • Product and service knowledge
  • Influencing skills
  • Personal organisation and responsibility
  • Dealing with customer conflict and challenge


  • Developing self
  • Being open to feedback
  • Working in a team
  • Equality – treating customers as individuals
  • “Right first time” attitude
  • Professionalism

Functional Skills – Required to work towards Level 2 in maths and English, unless exempt with recognised prior learning.

Assessment – End point assessment which may include: test of knowledge; competency based interview; assessment of evidence; presentation & questioning and a professional discussion.

For further information please contact our Engagement team