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Apprenticeship Level 2 Customer Service Practitioner

Apprenticeship Level 2 Customer Service Practitioner


Business and Management

Level 2 Customer Service Practitioner


The role of a customer service practitioner is to deliver high quality products and services. You may be the first point of contact and work in any sector or organisation type. Your 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. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.


  • Customer service principles and practices – including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
  • Business principles and practices – including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • Customer service skills – including building rapport and trust, conflict management and influencing and reinforcement techniques
  • Communications – including interpersonal, tone of voice and verbal and non-verbal communications
  • Presentation – including dressing appropriately and using positive and confident language
  • Using customer service tools and resources – including those used to meet customer needs and measure, monitor and evaluate customer service levels.

Entry Requirements

Entry requirements are a Level 2 qualification in a relevant subject or relevant work experience depending on the employer

Mode of Study

Day Release

Course Features

Level 2


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