Level 2 Customer Service Practitioner

Customer Service Practitioners work across all sectors in roles that require handling customer needs, building strong relationships, and supporting service improvements. Typical job titles include Customer Service Assistant, Call Centre Advisor, Retail Assistant, Receptionist, Helpdesk Support, Sales Advisor, and Customer Contact Agent — all positions where delivering excellent service and enhancing the customer experience is essential.

13 months plus a 3 month End Point Assessment (EPA) window.

Level 2 in English & maths is to be completed, if required.

Progress reviews occur every 10-12 weeks and are a mandatory requirement. There must be a manager or mentor present at each review.

Customer Service Practitioner Level 2

Learning & assessment will take place with a dedicated tutor – onsite, online or hybrid and will consist of:

• Teaching sessions, practical activities
• Workbooks & Projects
• Presentations and practical assessments

This training must equate to a minimum of 6 hours per week for the duration of the apprenticeship programme. It can be delivered flexibly e.g., for a part of each day, once each week or as a block release.

• Understand different types of customers and how to meet their needs
• Know your organisation’s purpose, values, and service culture
• Be aware of regulations, legislation, and compliance responsibilities
• Use systems, equipment, and tools to deliver great service
• Understand your role, responsibilities, and performance targets
• Build trust to create positive customer experiences
• Maintain up-to-date product and service knowledge
• Communicate effectively face-to-face, in writing, and digitally
• Listen, question, and build rapport with customers
• Influence customers by offering clear explanations and options
• Stay organised, prioritise tasks, and meet deadlines
• Handle conflict calmly, manage expectations, and resolve issues
• Take ownership of your development and act on feedback
• Work well with others, share learning, and support best practice
• Treat customers as individuals and promote equality
• Show pride through professional behaviour and presentation
• Deliver on promises and aim to get it right first time

Successful completion of the programme may be a gateway to further learning, such as Customer Service Specialist L3, Team Leader L3, Business Administrator L3, Retail Team Leader L3, Hospitality Supervisor L3.

Learners will undertake an End Point Assessment at the end of their practical training period. The EPA will consist of the following elements, each of which will be graded individually. Learners will then be awarded an overall grade of a fail, pass or distinction.

• Practical observation
• Professional discussion