Customer Service – Level 2 Apprenticeship

Job Overview


A customer service practitioner’s actions will influence the customer experience and their satisfaction with an organisation.  Undertaking this role you will be expected to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. As potentially the first point of contact for any customer, this apprenticeship will help you develop and enhance your skills to deliver the best possible customer care.

This Level 2 Apprenticeship is designed for apprentices in existing customer service roles.  During the Level 2 Customer Service Practitioner Apprenticeship you will develop strong customer service and communication skills and behaviours, to provide a customer service experience in line with your company standards and policies.

As a customer service apprentice, you will be employed in a client facing role gaining vital practical skills and experience whilst earning a wage alongside studying your formal apprenticeship qualification.


Apprentices on this pathway will learn:

  • Customer service principles and practices including customer experience and feedback
  • Internal and external customers
  • Needs and priorities
  • Targets and goals and right first time business principles
  • Internal policies and legislation and regulatory requirements
  • Customer service skills including building rapport and trust and conflict management
  • Communications including interpersonal, tone of voice and verbal and non-verbal communications
  • Presentation including dressing appropriately and using positive and confident language
  • Using customer service tools and resources including those used to meet customer needs.

Find out more about the apprenticeship on the Institute of Apprenticeships


You will need:

  • To be aged 16 or older
  • To be employed for a minimum of 30 hours per week with 20% of your normal working hours set aside for you to complete your training and study
  • To be working at Level 2 in English and Maths

All applicants must have an interview and assessment in English and Maths to confirm that the apprenticeship is suitable for them.

Employers may also set additional entry requirements, as a prerequisite to working with them.


Typical Job Roles you can find within custmer service:

  • Customer Service Trainees
  • Customer Service Administrators
  • Customer Service Assistants
  • Retail Job Roles
  • Receptionistand Front of House
  • Customer Contact Centres
  • Sales and Marketing Roles
  • Service Industry

Completion of this apprenticeship will lead toeligibility to join the Institute of Customer Service as an Individual member at Professional level.

Only candidates can apply for this job.
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