The Customer Service Practitioner Level 2 Apprenticeship is a business administration qualification suitable for anyone in an entry-level customer-facing based role.

This program is designed to equip individuals with the knowledge, skills, and behaviours necessary to excel in healthcare administration.

Course start: June, September and January

Duration: 12 months + 3 months EPA

Qualification: Level 2 Customer Service Practitioner Apprenticeship

Apprentices enrolled in this program have the opportunity to develop a diverse skill set, in addition to the knowledge, skills and behaviours required of a customer service role. This includes the importance of effective communication with internal and external stakeholders and compliance with relevant laws and regulations.

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, aftercare, 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. The course delivery model is a mix of portfolio work, group coaching sessions and independent study.

High-level summary of study commitment.

  • A minimum of six hours per week of study time will be required, consisting of online workshops, group coaching, and subject specialist sessions. 
  • Independent Study allocated every week for the duration of the course
  • Apprentices who don’t already have maths and English GCSE or level 2 equivalent will undertake functional skills in English and maths alongside the main qualification.

Applicants should be aware that in addition to the study time allocated, there will be an expectation of additional study hours being undertaken in their own time.

Over the duration of the training the apprenticeship provided will support the learners in the workplace with face-to-face and remote sessions. They will also support the apprentices’ mentor and/or line manager ’s involvement in overseeing the Apprenticeship training.


Customer Service Practitioner Apprentice will gain knowledge and skills such as:

  • Who the customers are and the difference between internal and external customers.
  • How to answer customer support messages via telephone or Web.
  • How can trust be built with customers, and why is this important?
  • How to use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • How to accurately record and log customer interactions.
  • How to retrieve this information to create reports for management.
  • To understand different types of measurement and evaluation tools available to monitor customer service levels.
  • How to keep sensitive information and financial records private and confidential.
  • Understand the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
  • How to address customer questions about new products and services.
  • How to give feedback to help improve customer service culture, response times and improve staff
  • experience.

Inorder for an apprentice to be eligible for this programme they must be in a role or recruited to a role that is reflective or the requirements of the apprenticeship. 

Typical examples of job toles for this apprenticeship could be: 

  • Customer Service Assistant
  • Call Centre Assistant
  • Bank Customer Service Assistant
  • Housing Customer Service Assistant
  • Insurance Customer Service Assistant
  • Financial Customer Service Assistant

There are no direct entry requirements for this apprenticeship. However, Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completing End Point Assessment.  

To apply for the apprenticeship, your supporting manager will need to complete a Levy application form, which can be found HERE. 

This form needs to be completed by your line manager in conjunction with you the applying apprentice.  Once completed all funding applications will be reviewed by the Work Force Development Education and Training  Group. Upon approval, applicants will be moved to formal application with the apprenticeship provider

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