Details of standard
Do you have a passion for helping others and a knack for problem-solving? The Customer Service Practitioner Level 2 Apprenticeship is your opportunity to turn these skills into a rewarding career, where you’ll be the driving force behind exceptional customer experiences.
As a Customer Service Practitioner, you’ll be at the heart of your organisation, delivering high-quality products and services that leave a lasting impact on customers. Whether you’re assisting with orders, providing guidance, resolving issues, or managing aftercare, your role is vital to ensuring customer satisfaction. You’ll be trained to handle a variety of interactions—face-to-face, over the phone, through email, or on social media—adapting your style to meet each customer’s unique needs.
Over the course of at least 12 months, this apprenticeship will equip you with the knowledge and skills to understand your customers and your organization inside and out. You’ll learn to navigate systems, meet regulatory requirements, and communicate effectively across multiple platforms. With a strong focus on personal development, you’ll gain confidence in your ability to manage customer expectations, resolve conflicts, and build trust.
For businesses, this apprenticeship is an excellent way to cultivate a team member who can uphold your brand’s values, deliver service excellence, and contribute to a positive workplace culture.
By the end of the apprenticeship, you’ll be ready to join the Institute of Customer Service at a professional level, with a solid foundation for further career progression. Start your journey toward becoming an indispensable asset to any organization with the Customer Service Practitioner Level 2 Apprenticeship.
Occupational profile
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 may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Duration
The apprenticeship will take a minimum of 12 months to complete
Level
This apprenticeship standard is at Level 2.
Entry Criteria
We are looking for high quality candidates with good interpersonal skills and preferably Maths and English GCSE/Functional Skills.
The Level 2 Diploma for Customer Service Practitioners is designed to support both on-the-job and off-the- job training and development for apprentices undertaking this standard.
Career progression
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Progression route onto Customer Service Specialist Level 3.
