Customer Service Practitioner Apprenticeship – Level 2

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About the course

Your main responsibility will be to provide high quality service to customers which will be delivered from the workplace, digitally, or through visiting the customer’s own locality. These may be one-off routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet and greet, sales, resolving problems, after care, service recovery or gaining insight through measuring customer satisfaction. Learn how your actions influence the customer experience and their satisfaction with your organisation, and how to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

Topics and units

Throughout the duration of course apprentice is required to be allowed 20% of their working week on “Off the Job Training” as set out in Telford College’s guidance notes – highlighting all the learning that has taken place – which will be monitored.

Apprentices are supported by a Telford College assessor/trainer.
When the apprenticeship standard, Off the Job training hours and relevant Functional Skills qualifications have been completed apprentices move to Gateway. This is where the employer confirms the competency of the apprentice who will compile a showcase of their own work ready for End Point Assessment covering the knowledge, skills and behaviours modules.

The End Point Assessment also includes a practical observation of the apprentice in their normal place of work to allow the apprentice to demonstrate their knowledge, skills and behaviours.

A Professional discussion will last for approximately one hour on a one-to-one basis with the end point assessor, to further establish the knowledge, skills and behaviours required of them.

Careers and progression

Many apprentices remain employed within the company, or can choose a different organisation to apply to, and progress to a Level 3 Customer Service Specialist or Business Administrator Level 3.

Entry requirements

• Apprentices will be required to have or achieve Level 1 English
• To be able to work more than 30 hours per week for a duration of a minimum of 12 months
• The apprentice needs to be 16 or over and a resident in England and not taking part in full-time education

Additional information

The apprentice will be supported throughout their learning by qualified Assessor/Trainer with Telford College and will also follow the guidance of their appointed mentor in the workplace.

All resources for the apprenticeship course are provided.

What to do next

If you are interested in applying for this course, please click ‘apply now‘ on this page or at the top of any page, and create an website account or sign in an account you have already created and complete the application form. 

To find out more information about our courses and college life, you can visit an open event to meet our team and check out our facilities for yourself.




14 months


Haybridge Road, Telford


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Talk to us

If you need some more information you can contact our course information, advice and guidance team using our online form.

Upcoming events

Christmas Fayre and Professional Skills Open Event
07 December 2023
5.00pm — 7.30pm
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Open event
31 January 2024
5.00pm — 7.30pm
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Open event
20 March 2024
5.00pm — 7.30pm
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