Customer Service Practitioner Level 2 Apprenticeship Standard

For full overview please click here Customer Service Practitioner Level 2 Overview

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests,complaints, and queries. You
are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and / or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service.

Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

Apprenticeship Delivery

Apprenticeship Delivery – Blended approach

Face-to-face, Skype, telephone, individual study and online learning

End Of Course Qualifications

Functional Skills Level 1 in mathematics and English

Functional Skills Level 2 in mathematics and English (if achieved)

End Point Assessment

On achievement of your course you will then complete:

  • Apprenticeship Showcase Pass or Distinction grade


  • Practical Observation Pass or Distinction grade


  • Professional Discussion Pass or Distinction grade

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at a Professional level.

What You Will Learn


  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems  and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge


  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge


  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – Dress code, professional language
  • “Right first time”

Our skills Coaches will support your apprentice by completing  1-2-1  interactions. These sessions will include the development of teaching and  learning,  performance reviews with line managers and will also take in to  consideration any in-house training that is provided for the apprentice.

Please contact us for more information or call us on 0151 336 6900