Customer Service Practitioner L2 Apprenticeship

Level 2 Customer Service Apprenticeship
A man working in a customer services office with a head set on, talking to a customer
What is customer services?

A customer service apprenticeship aims to train individuals in providing exceptional customer support and satisfaction.

Through this apprenticeship, individuals learn to effectively interact with customers, understand their needs, and address their inquiries or concerns with professionalism and empathy.

The apprenticeship hones crucial communication, problem-solving, and conflict-resolution skills, enabling apprentices to handle various customer interactions confidently.

The ultimate goal is to equip apprentices with the necessary knowledge and behaviours to deliver outstanding service, foster customer loyalty, and contribute to the overall success of the organisation.

The primary duties we cover on this apprenticeship...
  • Knowing Your Customers
  • Dealing with Customer Conflict and Challenges
  • Communicating with Customers
  • Knowing the Organisation
  • Product and Service Knowledge
Apprentices will benefit from:

Earn a wage, whilst studying a fantastic course

Gaining experience in a fast-paced & competitive industry

No learning costs for the Apprentice


Potential career paths of Customer Service Apprentices…

  • Customer assistant
  • Customer relations advisor
  • Customer relations assistant
  • Customer service advisor
  • Customer service agent
  • Customer service associate
  • Customer service rep
  • Customer service representative
more Information

The apprenticeship will take a minimum of 12 months to complete

Entry Requirements

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

Knowledge, Skills & Behaviours


Knowing your customers 

  • Understand who customers are.

  • Understand the difference between internal and external customers.

  • Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.

Understanding the organisation

  • Know the purpose of the business and what ‘brand promise' means

  • Know your organisation’s core values and how they link to the service culture.

  • Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

Meeting regulations and legislation

  • Know the appropriate legislation and regulatory requirements that affect your business.

  • Know your responsibility in relation to this and how to apply it when delivering service.

Systems and resources

  • Know how to use systems, equipment and technology to meet the needs of your customers.

  • Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility

  • Understand your role and responsibility within your organisation and the impact of your actions on others.

  • Know the targets and goals you need to deliver against.

Customer experience

  • Understand how establishing the facts enable you to create a customer focused experience and appropriate response.

  • Understand how to build trust with a customer and why this is important.

Product and service knowledge

  • Understand the products or services that are available from your organisation and keep up-to-date.


Interpersonal skills

  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.


  • Depending on your job role and work environment:

    • Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

    • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

  • Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Influencing skills

  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Personal organisation

  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

  • Demonstrate patience and calmness.

  • Show you understand the customer’s point of view.

  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

  • Maintain informative communication during service recovery.


Developing self

  • Take ownership for keeping your service knowledge and skills up-to-date.

  • Consider personal goals and propose development that would help achieve them.

Being open to feedback

  • Act on and seek feedback from others to develop or maintain personal service skills and knowledge.

Team working

  • Frequently and consistently communicate and work with others in the interest of helping customers efficiently.

  • Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.

Equality – treating all customers as individuals

  • Treat customers as individuals to provide a personalised customer service experience.

  • Uphold the organisations core values and service culture through your actions.

Presentation – dress code, professional language

  • Demonstrate personal pride in the job through appropriate dress and positive and confident language.

“Right first time”

  • Use communication behaviours that establish clearly what each customer requires and manage their expectations.

  • Take ownership from the first contact and then take responsibility for fulfilling your promise.

Assessment methods during the course

The EPA consists of three elements, all of which may be completed online. All assessment methods need to be passed. Each assessment method should directly assess the knowledge, skills and behaviours of the Standard. 

Knowledge Test 

You will undertake a multi-choice test to last a maximum of 60 minutes and
include 50 equally weighted multi-choice questions with four possible answers each.

Project / Improvement Presentation

The apprentice delivers a presentation to the EPAO on a project they have completed or a process they have improved. The presentation lasts 10-15 minutes, with a further 10-15 minutes for a Q&A session.

Portfolio-based Interview

The interview is for 30-45 minutes and is graded by the Independent End-point Assessment Organisation (EPAO). The Portfolio of Learning provides a structure for this conversation.

Each of the above assessments will gain you a grade Fail, Pass or Distinction. 


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