Customer Service Practitioner Level 2

The Level 2 Customer Service Practitioner apprenticeship equips employees with essential skills like communication and problem-solving, which enhances customer satisfaction. These skills are transferable across roles, increasing employee versatility and productivity. 

Offering this apprenticeship to your employees can improve employee retention by showing commitment to their development. 

Qualification

On successful completion, apprentices will achieve a Customer Service Practitioner Level 2 Apprenticeship.

Apprenticeship details

The Customer Service Practitioner Level 2 Apprenticeship equips apprentices with the core skills, knowledge, and behaviours required for a successful career.

What it covers:

The Customer Service Practitioner Level 2 Apprenticeship covers all aspects of customer service, from understanding and meeting customer needs, giving a great customer experience, learning from feedback and promoting your products and services.

Areas covered:

• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Product and service knowledge
• Influencing skills
• Personal organisation
• Dealing with customer conflict and challenge
• Developing self
• Being open to feedback
• Team working

Delivery 

This is a work-based learning programme which is supported by:

• Virtual one-to-one tutorials 
• Completion of written narratives
• Industry and teaching/coaching experts 
• Continuous reflective professional discussions 

Entry requirements 

Applicants must be employed in a customer service role.

Apprentices will be required to have or achieve a level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Functional Skills is no longer a mandated requirement for apprentices aged 19 or above. However, some programmes may have minimum entry level requirements for English and maths due to the nature of the programme. Apprentices who wish to opt out of Functional Skills must have approval from their employer.

Progression

On successful completion, apprentices can progress onto higher-level apprenticeships, or train to become a Team Supervisor, Team Leader then Manager.