Intermediate Apprenticeship (Level 2) inCustomer Service Practitioner

The role of a customer service practitioner is to deliver high quality products and services to the customers of the organisation. Their core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and 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. They may be the first point of contact and work in any sector or organisation type.

  • Rated outstanding for apprenticeships in our June 2017 ofsted inspection
    Ofsted - Outstanding Provider

Key Facts

Apprenticeship Level:


Start Dates:

Indicative Cost:

College Code: C-AP2CSTP

Who is this Apprenticeship for?

Existing employees working within a warehouse and/ or logistics profession who have hands on experience but desire a qualification for further development or for new entrants who want to work in such environments.

Course Content

  • Knowing Your Customers

  • Interpersonal Skills

  • Communication

  • Customer Experience

  • Your Role and Responsibility

  • 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

  • Equality, Team Working and Presentation

Qualifications included in the Apprenticeship

  • Level 2 Apprenticeship Standard in Customer Service Practitioner

  • Level 2 Diploma for Customer Service Practitioners (If required by employer)

  • Level 2 Functional Skills English and Maths (if required)

Assessment Methods

Regular formative reviews between employer, apprentice and the college.

Development of assignments demonstrating learning from their job role or work place.

Practical observation to assess the application of skills within the workplace.

Professional discussion to holistically assess Knowledge Skills and Behaviours across the standard and will be informed by reflective portfolio.

Entry Requirements

GCSE E (2) in English and Maths or scoring Entry Level 3 on Initial Assessment.

English & Maths

If an Apprentice has not already achieved Level 2 (GCSE C/4 or above) English & Maths they must study for and achieve Functional Skills Level 2 English & Maths.
This will be completed through a day release to attend Loughborough College

Progression Opportunities

Level 3 Team Leader/Supervisor

Level 3 Customer Service Specialist

Level 3 Business Administration

Delivery Model

Work based training and assessments to complement the skills that are learnt, developed and used within the workplace

Day release to complete Functional Skills if required

Average duration is 15 months which includes an End Point Assessment

Payment Breakdown

Levy payers pay 100% of training costs via Levy Non Levy employers with 50+ staff or for an Apprentice aged 19+ - pay 5% of training costs Non Levy Employers with less than 50 staff and an Apprentice aged 18 or younger, fully funded

Get in touch

Speak to one of our business development experts about how we can help you to grow your business.

Call: 01509 515461

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