Customer Service Practitioner Apprenticeship – Level 2

Course Code: IIS122

Course Duration

14 months

Course Type



Haybridge Road, Telford

Course Level


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.

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.

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.

• 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

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.

Curriculum Area
Relevant file
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