Customer Service Practitioner (L2) Apprenticeship Standard

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What will you be working towards?

Qualification Type Apprenticeship
Qualification Level Level 2
Course type Part Time


All businesses, whether office-based or retail-based, can benefit from effective customer service and Customer Services Apprenticeships offers skills and knowledge needed to equip employees of all levels to provide excellent customer service. Customer Service Practitioner Standards focuses on giving learners the understanding and knowledge of the principles of excellent customer service and is aimed at those currently working in or about to start work in a job role that provides customer service.

Apprenticeships are made up of framework of qualifications and training based on testing competency and developing practical, occupational and transferable skills.

Level 2 Diploma in Customer Service

Mandatory units:
• Deliver customer service
• Understand customers
• Principles of customer service
• Understand employer organisations
• Manage personal performance and development

Choose from a range of optional units to enhance your learning experience and tailor the programme to your individual training needs.

• Functional Skills in Maths Level 1/2 and English Level 1/2.

How will it be delivered?

These qualifications are delivered entirely in the workplace. You will be assessed in the workplace using a variety of methods including observation, questioning, professional discussions, witness testimonials and candidate work products and statements.

Entry requirements

There are no formal entry requirements but you must be in a job role that supports the completion of the framework.

Your next steps...

Suitable for a wide variety of job roles, including sales assistants, receptionists, call centre operators, customer service assistants, administration support assistants. On completion you may be able to progress onto an Advanced Level Apprenticeship in Customer Service.