Level 2 Customer Service Practitioner Apprenticeship
The person your customer actually speaks to
An apprenticeship is a real, paid job. The apprentice works for an employer and trains with us at the same time, and comes out with a nationally recognised qualification and the experience to go with it.
The short answer
What an apprentice needs
The entry requirement for this apprenticeship will be decided by each employer.
Ideally, the apprentice should already hold, GCSE Maths and English at a grade E or 2 (new GCSE grading), or Level 1 Functional Skills in Maths and English; the apprenticeship cannot be completed without these. If enrolled without the required level of Maths and English, the apprentice will be required to achieve these alongside the apprenticeship standard before Gateway is reached to enable progression to End Point Assessment (EPA) and will work towards these under supervisor of an assigned Functional Skills Tutor.
Please Note: The learner must have live interactions with customers 85% of the day.
The employer sets the real bar, so treat this as a guide. If somebody is close but not quite there, it is still worth the conversation.
What they’ll learn
Often the first point of contact, in any sector, and the one whose behaviour decides what a customer thinks of you.
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They will handle the whole range of what a customer asks for
Orders, payments, advice and guidance, meet and greet, sales, after care and service recovery. One-off contacts and routine ones.
Covers orders and payments, advice and guidance, sales, after care, service recovery
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They will do it on whichever channel the customer chose
Face to face, telephone, post, email, text and social media, and in the customer's own locality where the job calls for it.
Covers face-to-face, telephone, email, text, social media, digital service
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They will know the product well enough to be useful
Service skills alone are not enough. They will know what you sell and how it works, and deliver within your service standards and any regulation that applies.
Covers product and service knowledge, customer service standards, regulatory requirements
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They will find out whether it worked
Measuring customer satisfaction and gaining insight from it, rather than assuming the interaction went well because nobody complained.
Covers measuring satisfaction, gaining customer insight
Nobody springs anything on anyone
Apprenticeship Showcase Practical Observation Professional Discussion
Coursework and portfolio
Work launched in class and completed in the job, building the evidence the assessor will look at.
A review with you
The employer, the apprentice and the tutor. Half an hour. Progress, targets, and anything getting in the way.
A full mock
Marked by a tutor who is not theirs, so the feedback is honest and the real thing holds no surprises.
What it takes, on both sides
If you're the employer
- A real role that covers the standard. Your Employer Relationship Officer will check it before anyone enrols.
- Time released for teaching, on a timetable you'll have from day one.
- Half an hour every 8 to 10 weeks for a three-way review.
- Your say-so when the apprentice is ready for their final assessment.
If you want to be the apprentice
- A job. An apprenticeship is employment, so you need an employer before you can start.
- Already working in this kind of role? Your manager can put you forward directly.
- An initial skills scan with us, so we know where you're starting from.
- No employer yet? That's the usual starting point, and finding one is the part we help with.
This is a step, not a destination
Level 3 Customer Service or Business Administrator
Not sure what comes after this one? Tell us the role and we'll tell you honestly which of our apprenticeships, higher apprenticeships or university-level courses fits next.
Where this course can take you
- Before you start
- This course
- Further study
Check you have what you need in the entry requirements.
Not sure? Talk to us and we will help you find the right starting point.
Talk to us about where you could study after this course.
Careers it can lead to
- Customer Service Occupations £23,800 a year
- Call and Contact Centre Occupations £25,900 a year
- Book-keepers, Payroll Managers and Wages Clerks £25,700 a year
- Finance Officers £27,400 a year
See all 12 careers
- Human Resources Administrative Occupations £25,300 a year
- Receptionists £12.78 an hour
With further study or experience
- Human Resources and Industrial Relations Officers £28,000 a year
- Financial and Accounting Technicians £63,100 a year
- Customer Service Managers £31,400 a year
- Customer Service Supervisors £33,300 a year
- Chartered and Certified Accountants £39,100 a year
- Human Resource Managers and Directors £48,700 a year
Typical pay is the UK median for each job (Lightcast, October 2026).
How to start this apprenticeship
It takes two, an employer and an apprentice. Pick your side.
Put someone on this programme
Recruiting, or formalising the training of someone already in post? Start with a conversation. We'll check the role, sort the funding, and get them enrolled.
Speak to us today 01724 281111
Or advertise a vacancy through us and we'll handle the recruitment.
You'll need an employer first
An apprenticeship is a job, so an employer has to take you on before you can start. Already employed in this kind of role? Your manager can put you forward directly.
No vacancy that suits? Register your interest and we'll tell you when one comes up.