Customer Service Practitioner Level 2

The Level 2 Customer Service Practitioner Apprenticeship is a practical, work-related course designed to allow you to learn whilst you earn. The course will provide you with work-related skills, as well as knowledge and understanding of customer service delivery. You will learn by completing projects and assignments that are based on realistic workplace situations, activities and demands.

In particular, the Level 2 course will:

• Provide a broad introduction to the principles of workplace customer service.
• Use innovative teaching and assessment methods based on realistic case studies and real-life examples.
• Provide a progression route to a Level 3 apprenticeship, further training or employment.

The course is appropriate for both school leavers and mature students. The most important things you need to succeed in the course are a lively and enquiring mind, a keen interest in customer service delivery, a willingness to find out more through personal investigation, and an ability to communicate your ideas effectively.

This apprenticeship will help you develop a wide range of knowledge, skills, and behaviours, including:

Knowledge

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Dealing with customer conflict and challenge
• Customer experience
• Developing self
• Team working

Skills

• Interpersonal skills
• Communication
• Influencing skills
• Dealing with customer conflict and challenge

Behaviours

• Developing self
• Being open to feedback
• Team working
• Equality – treating all customers as individuals
• Presentation – dress code, professional language

A blend of on-the-job and academic learning

Most learning is on-the-job, guided by your employer and Instructor-Mentor. You will attend Buxton Campus every 6-8 weeks and receive regular workplace visits from your Instructor-Mentor for observations, professional discussions, and progress reviews.

How you are assessed

The Apprenticeship Assessment is the final stage of every apprenticeship. It checks overall competence, not just individual tasks, and gives apprentices the chance to demonstrate the Knowledge, Skills and Behaviours (KSBs) they have developed. For this apprenticeship, there are three elements; 

• Apprentice showcase
  • An opportunity for the apprentice to reflect and present examples of their development over the whole apprenticeship.
• Practical observation
  • A pre-planned and scheduled observation will take place in the apprentice's place of work by an independent assessor.
• Professional discussion
  • A structured discussion between the apprentice and the independent assessor following the observation to establish the apprentice's understanding of KSB’s. 

• Gain transferable skills
  You’ll learn how to handle customer enquiries face-to-face, by phone, email, or online. You’ll build your communication, problem-solving, conflict resolution, and influencing skills. 

• Earn while you train
  You are employed, getting paid, and gaining experience while working. This means no tuition fees, as the employer and/or government covers the training costs. 

• Career progression & job opportunities
  Completing this apprenticeship gives you recognised qualifications and professional status. As the first point of contact for customers, you’re building a strong foundation for many roles in customer service, sales, or business operations. 

• Personal growth & professional behaviours
  You’ll develop behaviours that employers value: working as part of a team, being open to feedback, taking ownership, presenting yourself professionally, treating customers as individuals and working right-first-time. These are qualities that help in any job. 

We require learners to have a minimum of four GCSEs at Grade 3 or above, including Maths and English.

Employers are looking to attract applicants who have a keen interest in customer service delivery and/or working with customers, both internal and external. Depending on personal circumstances, applicants who have not achieved the required grades may be able to study Maths and English Functional Skills — please contact us to discuss further.

Additionally:

• You must have the right to work in the UK and have lived in the UK for at least the past three years.
• As this is an apprenticeship, you will also require suitable employment to undertake the programme.

Apprenticeships are funded by either the employer or the government; apprentices do not pay for their training.

Contact us

FE & Skills Apprenticeship Team

• Email: feapprenticeships@derby.ac.uk
• Phone: 0800 074 0099