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Customer Service Practitioner – L2

Customer Service Practitioner – L2 - Apprenticeship

Entry Requirements:

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Apprenticeship Profile:

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 through 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, after care, service recovery or 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 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 and social media.

Apprentices may be the first point of contact and work in any sector or organisation type, your actions will influence the customer experience and the customer’s satisfaction with the organisation.


The on-programme pace will be driven by the apprentice and guided by your dedicated trainer.  It will also be affected by the breadth of experience an employer can offer prior to the minimum of 12 months and the end point assessment. Typical duration will be 12 – 14 months depending on these points.


This apprenticeship standard requires the qualifications listed below and S6F will provide a clear learning journey to take you from entry point through to the gateway, ready for the end-point assessment and successful achievement. In order to meet this apprenticeship standards, apprentices must:

  • Work through the apprenticeship standard displaying all the Knowledge, Skills and Behaviours required
  • Achieve a minimum of Level 1 English and Level 1 Maths
  • Take Level 2 English and Maths test prior to end-point assessment
  • Build a small portfolio of evidence ready for the end point assessment
  • Optional – BTEC Level 2 Diploma in Customer Service

Click on the link to see the Apprenticeship Standard Requirements – Business Administration L3_Knowledge Skills Behaviours


The final assessment will be undertaken by an Independent Assessor and is called the End-Point Assessment.

There are three components that make up end-point assessment for the Customer Service Practitioner apprenticeship standard.

  • Apprentice Showcase – presentation, report, storyboard or journal
  • Practical Observation – demonstrate the knowledge, skills and behaviours in a work situation
  • Professional discussion – talk about your journey and competence to back up the observation

The apprenticeship includes Pass and Distinction grades which are applied at the end point assessment with the final grade based on the performance in the apprentice showcase, the practical observation and a professional discussion.

A pass apprentice will competently perform their role demonstrating application of the knowledge, skills and behaviours against the whole standard in line with organisation and regulatory requirements and ensuring customer satisfaction. At a minimum they must meet all criteria within the Apprenticeship Standard.

A distinction apprentice, in addition to meeting the pass criteria, will consistently perform above the required level for the role.


On completion of this apprenticeship you may choose to register and join the Institute of Customer Service as an Individual member at Professional level.   You may also wish to progress to Level 3 Customer Service and continue your learning.