Customer Service Practitioner Apprenticeship Level 2

Overview (NV)

Customer Service Practitioner Level 2

Course length
12-14 months (one day per month)


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 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 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.

Who is it suitable for?

The Customer Service Practitioner apprenticeship is suitable for employees in business roles which involve routine dealings with internal and/or external customers.

Why should I choose this course?

  • Gain new skills and knowledge
  • Gain a professional qualification
  • Career progression
  • Opportunity to consider new career pathways  

Course content

  • Knowing Customers
  • Understanding the Organisation
  • Meeting Regulations and Legislation
  • Product and Service Knowledge
  • Systems and Resources
  • Customer Experience
Teaching and Assessment (NV)

Teaching and assessment 

You will need to complete tasks to build a portfolio demonstrating your knowledge, skills and behaviours. Teaching takes place one day per month combined with online activities through our learning platform. The portfolio contributes to an end-point assessment which comprises several elements (including a professional discussion and interview).  Achievement at the end-point assessment confirms whether the qualification is complete and you have met the standard at pass, merit or distinction.

Entry Requirements (NV)

Entry requirements

Ideally, applicants should have 1-2 years’ experience of working in a customer service-based role or have achieved a minimum of Level 1 Functional Skills in English and Maths. You must be employed and your employer willing to support you with 20% off-the-job time to complete the requirements of the course.

What's next? (NV)

What's next?

If you want to become an apprentice and do not have a job, UCB will work with you to find a suitable paid placement. If you are in work and want to take an apprenticeship qualification, we can advise you on what you need to do.

For more information please contact the Apprenticeship team:

By telephone: 0121 232 4091 (Monday-Friday 9am-5pm)

By email:

Profiles (NV)