Level 2 Customer Service Practitioner
Level 2 Apprenticeship Standard
Customer Service Practitioners provide customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications. They are the first point of contact and work in various sectors to deliver high-quality customer experiences.
Typical Job Roles
Customer Service Assistant
Customer Service Representative
Customer Support Agent
Client Services Advisor
Course Content
Apprentices develop skills and knowledge in:
FAQs
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A: The apprenticeship typically takes 12 months to complete.
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A: The EPA is made up of three elements, all of which must be passed to achieve the apprenticeship:
Apprentice Showcase (65%) – demonstrating skills and knowledge in practice.
Practical Observation (20%) – assessment of workplace performance.
Professional Discussion (15%) – reflection and discussion supported by evidence.
To achieve a Distinction, apprentices must meet additional criteria in each assessment method.
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A: Yes. Apprentices must:
Achieve English and Maths at Level 1 before the EPA and attempt Level 2.
Complete a portfolio and showcase demonstrating their competencies.
Request reasonable adjustments if they have special considerations.
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A:
Funding Band: £3,500
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A: Apprentices can progress to:
Further education in business or customer service disciplines