Customer Service Practitioner Apprenticeship Level 2

At this level you will be working in a supportive role whilst also contributing to the wider aims of your organisation or department.


This apprenticeship teaches you the skills to provide excellent customer service and can be applied to hundreds of job roles across many different sectors, from government to telecommunications.  However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is key to the success of any business or organisation. It is one of those useful skills that is found all over the place and covers all the extras that make a customer's experience better.

As a customer service apprentice, you will probably work at the front end of an employer's business activities and regularly assist customers. Duties will vary between sectors, but in most cases you will be making sure that customers are dealt with in a positive, reliable and pleasant way - whether that is by offering advice, answering questions or handling complaints.

To properly assist customers, you will need clear and up-to-date knowledge of your organisation's products and services. You will also need to communicate with all sorts of people.

Completing this apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry - so it is a very good way to move forward, even if you are still undecided about your future career.

The Apprenticeship will include:

  • combined knowledge and competency based qualification - level 2. Modules include:
    • deliver customer service
    • understand customers
    • principles of customer service
    • understand employer organisations
    • communicate verbally with customers
    • communicate with customers in writing
    • deal with incoming telephone calls from customers
    • promote additional products and/or services to customers
    • develop customer relationships
  • English - level 1,
  • maths - level 1,
  • employee rights and responsibilities.

Entry Requirements

  • You must have an employer to support you through your apprenticeship and give you time off work to attend college. Many people find their own job or are already employed, but if not college staff can help you help employment.
  • an initial assessment indicating that you are working at level 1 and you are able to achieve level 1 English and maths within one year
  • good communication and problem solving skills

Assessment Methods

At college and in the workplace. You will need to take exams for the technical certificate and Functional Skills elements of these Apprenticeships.


You may wish to progress to an advanced apprenticeship which could include:

  • Level 3 Diploma in Customer Service
  • Level 3 Diploma in Contact Centre Operations
  • Level 4 NVQ Diploma in Customer Service (contains options in staff management, quality assurance and service improvement)

Possible employment sectors:

  • Retail
  • Finance
  • Travel
  • Manufacturing
  • Health
  • Telecommunications
  • Local authorities

Fees & Funding

As an apprentice it will not cost you anything to do the course.  However, your employer will be expected to make a contribution of £300 towards your fees.


For more information on applying for this course please see the Apply page.

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01484 437070

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Kirklees College