Accessibility & Translation

Customer Service - Level 2 Apprenticeship


Duration: 12 Months
Location: Workplace and College
Sector: Sales, marketing and procurement standards

About the Course

A customer service practitioner’s actions will influence the customer experience and their satisfaction with an organisation.  Undertaking this role you will be expected to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. As potentially the first point of contact for any customer, this apprenticeship will help you develop and enhance your skills to deliver the best possible customer care.

This Level 2 Apprenticeship is designed for apprentices in existing customer service roles.  During the Level 2 Customer Service Practitioner Apprenticeship you will develop strong customer service and communication skills and behaviours, to provide a customer service experience in line with your company standards and policies.

As a customer service apprentice, you will be employed in a client facing role gaining vital practical skills and experience whilst earning a wage alongside studying your formal apprenticeship qualification.

Entry criteria

You will need:

  • To be aged 16 or older
  • To be employed for a minimum of 30 hours per week with 20% of your normal working hours set aside for you to complete your training and study
  • To be working at Level 2 in English and Maths

All applicants must have an interview and assessment in English and Maths to confirm that the apprenticeship is suitable for them.

Employers may also set additional entry requirements, as a prerequisite to working with them.

How is the apprentice assessed?

Apprenticeships are assessed by classroom study coursework and assessments along with on-the-job practicals. 

Occupational profile

Typical Job Roles you can find within custmer service:

  • Customer Service Trainees
  • Customer Service Administrators
  • Customer Service Assistants
  • Retail Job Roles
  • Receptionistand Front of House
  • Customer Contact Centres
  • Sales and Marketing Roles
  • Service Industry

Completion of this apprenticeship will lead toeligibility to join the Institute of Customer Service as an Individual member at Professional level.


Queen's Award for Enterprise