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Customer Service Practitioner (Apprenticeship Level 2)


The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. 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.

Entry requirements

People applying for this role will need to be in a job role where their actions will influence the customer experience and their satisfaction within your organisation. There are no other formal qualifications required to start this apprenticeship but the apprentice will be assessed to ensure they have the ability to complete the English and maths qualification to at leastLevel 1.

Functional skills

Apprentices will be required to have or achieve Level 1 English and maths and taken the exams for Level 2 prior to completion of their apprenticeship. If Level 2 has already been achieved, then development of furtherEnglish and maths skills will continue for the whole of the apprenticeship.

On programme learning

The apprenticeship will deliver a training programme of the following skills, knowledge and behaviours; 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 and team working.

End point assessment

To achieve this apprenticeship standard, the employer,Weston College and apprentice will agree when the apprentice is ready and competent to undertake the independent end assessment, which will test their skills knowledge and behaviours required for this role.


On successful completion of this apprenticeship the apprentice could progress onto a range of apprenticeships including Customer Service SpecialistLevel 3, Business Administrator Level 3 or Team LeadingLevel 3, dependant on their job role.


The apprenticeship will take a minimum of 13 months to complete but can be up to 15 months depending on ability and previous skills and knowledge.


This apprenticeship is in funding band 6. Levy paying employers may fund apprentices on this programme from their Apprenticeship Account and non-levy paying SMEs through the co-funded option. There may be a small fee for some SME’s.

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