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Customer Service Practitioner Apprenticeship Level 2

Marketing Title
01/08/2000
Format
31/07/2099
Format
Level 2
Part-Time
APS20122 (RORO)
Nelson and Colne College / Accrington and Rossendale College
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Course Information

Course Information
The Level 2 Customer Service Practitioner Apprenticeship is designed for individuals beginning their career in customer-facing roles. As a Customer Service Practitioner, your main job is to provide high-quality products and services to the customers of the organisation you work for. You might be the first point of contact for customers, whether assisting them face to face, over the phone, or through digital channels, and you could be employed in any sector or type of organisation.

This programme helps you develop the skills, knowledge, and behaviours needed to deliver excellent service. You will build confidence in communication, problem-solving, and customer relationship management, while learning how to handle queries, resolve issues, and provide positive customer experiences.

By completing this apprenticeship, you’ll be equipped to deliver exceptional service, add value to your organisation, and make a lasting impact in your chosen field — while gaining a recognised qualification.

Customer Service Principles – understanding what excellent service looks like and why it matters.

Communication Skills – building confidence in face-to-face, telephone, and digital interactions.

Handling Queries and Complaints – developing problem-solving skills to resolve issues effectively.

Customer Experience – learning how to create positive and lasting impressions.

Teamwork and Collaboration – working effectively with colleagues and other departments.

Digital and Online Services – using systems, software, and platforms to support customers.

Professional Behaviours – demonstrating reliability, adaptability, and a customer-first mindset.

Personal Development – reflecting on your strengths and identifying opportunities to improve.
The apprenticeship is delivered through a blend of on-the-job learning with your employer and off-the-job training at college. In the workplace, you will gain hands-on experience supporting customers, solving problems, and working as part of a team. At college, you will take part in structured workshops and training sessions that focus on communication, customer service principles, digital skills, and personal effectiveness.

You’ll be supported by experienced Trainer Assessors who will visit you in the workplace, as well as benefiting from regular progress reviews and mentoring to help you develop the skills, knowledge, and behaviours employers value.
A Level 2 qualification is equivalent to GCSE Grades 4-9 and you will be expected to have achieved at least 4 GCSEs at Grade 4 or above to enrol on to one of these programmes. Successful completion of this course will pave the way for you to further your studies at Level 3.
Minimum GCSE grade 2 for English and Maths. If you don’t achieve these, you will need to complete an initial assessment in English and maths to identify your eligibility for the course.

These requirements may alter dependent on the needs of the employer.
Workplace observations by your Trainer Assessor

Written assignments and knowledge tests

Portfolio of evidence showing your practical skills and achievements

Progress reviews with your employer and assessor

End Point Assessment (EPA) – including a practical observation and professional discussion with an independent assessor
Expert Trainer Assessors with extensive experience in customer service and business support roles provide guidance throughout your programme.

Strong employer links across multiple sectors, offering diverse opportunities for apprenticeships in retail, hospitality, finance, public services, and more.

The programme has been developed with employer input, ensuring the training is directly relevant to workplace needs.

Access to the Business and Professional Services facilities at college, designed to replicate real workplace environments.

A dedicated Apprenticeship Team to support your professional and personal development every step of the way.
Completing the Level 2 Customer Service Practitioner Apprenticeship provides an excellent platform for career development across multiple sectors. Job roles may include Customer Service Assistant, Contact Centre Agent, Retail Advisor, Receptionist, or Call Handler.

With experience, you could progress into supervisory or specialist roles such as Customer Service Team Leader, Supervisor, or Client Relationship Executive. Many apprentices also go on to higher-level study, such as the Level 3 Customer Service Specialist Apprenticeship or related business and administration qualifications, supporting progression into management roles and enhancing long-term career prospects.
As a Customer Service Apprentice, you will benefit from access to the Business and Professional Services training facilities. These spaces are designed to replicate modern workplace environments, giving you the opportunity to practice and refine your skills in realistic settings.

You will also have access to IT suites equipped with the latest software, collaborative learning areas for group work, and the Learning Resource Centre, which provides specialist texts, journals, and digital resources. This combination ensures you develop both the practical and academic skills needed for a successful career in customer service.
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