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Customer Service Practitioner Level 2 Apprenticeship

Course code: XMZN124P

Subject area: Customer Service

Study level: Apprenticeship

Course level: 2

Course details

Course time:

09:00 - 17:00

Days of week:


Course date:

Flexible Start - 31st Jul 2024

Course location:

Off Site

Contact details


01235 216 216

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.


• 15 months practical training period, plus 3 months for End Point Assessment

Delivery model:

• Work-based training with your employer

• 10 days college attendance to complete the Business Professionals course

• Approximately 12 on-site assessment visits per year

• Level 1 Functional Skills in Maths and English (7 days at college for each, if required)

• Off the job training will count for at least 6 hours a week of an apprentice’s time at work

Qualifications included:

• Level 1 Functional Skills in English and Maths

• Level 2 Customer Service Practitioner Apprenticeship

End Point Assessment:

• Practical observation

• Apprentice showcase

• Professional discussion

Course units
What will apprentices learn?

• Understand who customers are.

• Understand the difference between internal and external customers.

• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.

• Know the purpose of the business and what ‘brand promise' means

• Know your organisation’s core values and how they link to the service culture.

• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

• Know the appropriate legislation and regulatory requirements that affect your business.

• Know your responsibility in relation to this and how to apply it when delivering service.

• Know how to use systems, equipment and technology to meet the needs of your customers.

• Understand types of measurement and evaluation tools available to monitor customer service levels.

• Understand your role and responsibility within your organisation and the impact of your actions on others.

• Know the targets and goals you need to deliver against.

• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.

• Understand how to build trust with a customer and why this is important.

• Understand the products or services that are available from your organisation and keep up-to-date.

What next?
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Entry criteria
Applicants are likely to have 4 GCSEs A*- C / 9 - 4, including Maths and English, or equivalent, and will need to demonstrate the ability to achieve all elements of the apprenticeship during their programme, including working in a suitable job role.
Fee information
Free to apprentices. This apprenticeship has a £3,500 funding band. Small companies will need to make a contribution of £175; large companies could pay through the apprenticeship levy if they have funds available.
Qualifications received
Qualifications included:

• Level 1 Functional Skills in English and Maths

• Level 2 Customer Service Practitioner Apprenticeship

User skills
What skills will apprentices gain?

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

• Demonstrate patience and calmness.

• Show you understand the customer’s point of view.

• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

• Maintain informative communication during service recovery.

What behaviours will apprentices develop?

• Developing yourself

• Being open to feedback

• Team working

• Equality – treating all customers as individuals

• Presentation – dress code and professional language

• Right first time approach