Customer Service Practitioner Level 2 Apprenticeship Standard

Customer Services Apprenticeships

Customer Service Practitioner Level 2

Customer Service Practitioner Level 2

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 by 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
  • Gaining insight through measuring customer satisfaction

You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours, as well as product and/or service knowledge when delivering to your customers.  

You provide a service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

Your customer interactions may cover a wide range of situations and can include:

  • Face-to-Face
  • Telephone
  • Post
  • Email
  • Text 
  • Social Media

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.


Minimum of 12 months plus 3 months for End Point Assessment

Progression Route

The administration role may be a gateway to further career opportunities, such as management or senior support roles.


• Level 2 Customer Service Practitioner
• Maths Functional Skills*
• English Functional Skills*
*If required

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