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Customer Service and Business Practitioner Apprenticeship Standard Level 2

  • Course Type: Apprenticeship

What can this course lead to?

At the end of the Level 2 Apprenticeship you will have the opportunity to progress onto Level 3 Customer Service Specialist Apprenticeship Standard or Level 3 Business Administration Apprenticeship Standard to further develop customer service or business administration skills. Successful learners can also continue to work within the customer service environment and gain promotion.

Possible job roles could include: Customer Service Advisor, Telephone Operator, Call Handler, Counter Service Assistant, Receptionist and Trainee. You also have the opportunity to continue further full time study in a business related field.

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at Professional level.

Who is it for?

Please only apply for this course if you already have a suitable employer to support you throughout your Apprenticeship. If you do not currently have an employer you can apply for Apprenticeship vacancies by visiting

Do you enjoy helping people and problem solving?
Are you looking to start a career in customer service or wanting to upskill for an existing role?

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. 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.

You can apply for an Apprenticeship if you are living in England, over 16 and not in full-time education. You must be in paid employment for the duration of your Apprenticeship, you cannot be self-employed or a volunteer. Employers must pay you the minimum Apprenticeship wage or more, for a minimum of 30 hours a week.

What is covered?

On this Apprenticeship you will learn the key skills, knowledge and behaviours required for a customer service within a business environment:
     •  Customer service principles and practices - including customer experience and feedback, targets and goals, internal and external customers, understanding and meeting customer needs and priorities.
     •  Business principles and practices - including brand promise, core values, complaints processes, internal policies and legislation and regulatory requirements
     •  Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
     •  Communications - including organisational, interpersonal, tone of voice and verbal and non-verbal communications
     •  Developing self - including ownership of personal goals, sharing good practice, demonstrating personal pride and using positive and confident language.
     •  Using customer service tools and resources - including those used to meet customer needs and those used to measure, monitor and evaluate customer service level
     •  'Right first time principles
     •  Preparation for Independent End Point Assessment

You will also complete a work-based portfolio showcasing the skills you have learnt on the course in a work-based environment, as well as an End-point assessment in the last 2-3 months of the programme.

As an Apprentice you will be expected to attend college 1 day a month as part of your ongoing 20% off-the-job training. Additional off-the-job training hours are expected to be completed within the workplace, however you may be asked to complete tasks at home via Google Classroom and One-file.

Please note you may also be asked to complete additional English and Maths qualifications as part of the Apprenticeship programme.

Frequently Asked Questions (FAQs)

Entry requirements of GCSEs at grade D/3 and above including Maths and English. You are able to apply for this course with predicted grades where applicable. Please note you may also be asked to completed Maths and English qualifications as part of your Apprenticeship programme.
You will also need a suitable supportive employer who will guide you through your Apprenticeship. We strongly advise that you complete a minimum of 2 weeks work experience with your chosen employer to ensure the organisation is right for you.

If you do not currently have an employer, you can apply for Apprenticeship Vacancies are advertised on our website –

Please only apply for this Apprenticeship course if you already have an employer.

Start date: 02/09/2024

Course Code
15 months

Full-time courses are fully funded for 16 to 18-year-olds. For age 19+, various funding options are available.

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