Customer Service Practitioner - Level 2

Customer Service Practitioner

Details of standard

Trailblazer Standard - Level 2

Employers involved in creating the standard: Boots UK, Institute of Customer Service, Accelerator Solutions Ltd, Berkeley Homes Ltd, British Polythene Ltd, British Council, British Gas Services Ltd, BT plc, Carillion plc, E.On UK Ltd, Northern Powergrid, Osborne Property Services Ltd, Superdrug Stores plc

Apprenticeship Course Funding: £3,500                                               Employer Contribution £175

Duration – 12 Months

Outstanding customer service is essential for any business.  The role of a customer service practitioner is to ensure customer satisfaction when purchasing high - quality products or services whether delivered from a company’s workplace, digitally through e-commerce, or at a customer’s location.   Whether at the first point of contact or after-sales service, customer service is essential in influencing customer’s buying experience and their satisfaction with an organisation and/or product. 

This course will provide expertise to offer continuous improvement in customer service, communications and empowerment to be confident to deal with customers at all touchpoints in a positive, personable and professional way.

Entry Requirements

Employers decide the entry requirement typically:

5 GCSE (A*-C) including English and Maths

Level 2 English and Maths can be included in the programme if not achieved before starting the course

Course overview and learning: 

The course is delivered on-site by an allocated personal tutor and tailored to induvial business needs. Learners will develop existing and learn new skills and acquire the knowledge and skills required to offer continuous improvements in customer service and communication. Empowering them to be confident to deal with customers in a positive, personable and professional way.

End Point Assessment

Assessment of work-based assignments


A natural progression to Leve 3

Eligibility to join the Institute of Customer Service as an Individual member at Professional level