Course Title Customer Service Practitioner Level 2 Apprenticeship Standard
Level: 2
Code M21

Overview of the Course

If you are responsible for or wish to work in an establishment which provides and delivers high quality products and services to customers then this could be the ideal apprenticeship for you. 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. The Customer Service Practitioner Apprenticeship covers the following criteria: Improvement of knowledge – knowing your customer, products, service and business. Awareness of the different regulations. Understanding the customer experience and how your role impacts on this experience. The systems and resources that support the customer service delivery. Development of Skills – Development of interpersonal skills, communication, organisational skills, problem solving and conflict and how your skills influence the customers’ perception. Enhancing your behaviour and attitudes – Developing self-reflective skills and goal setting. The course will involve attendance at college at set dates throughout your apprenticeship to further enhance your knowledge and skills across the areas listed above. This course will involve 20% of your time to be dedicated to off the job training.

What are the entry requirements?

Initial assessment and diagnostic testing on maths and English will take place prior to commencement of apprenticeship.


Customer Service Specialist Apprenticeship Standard Level 3

Course Duration

15 months.

Apprentice Benefits

  •  Earn while you learn
  •  Learning skills that employers want
  •  Excellent progression routes
  •  Increase career opportunities and earning potential
  •  Improve your confidence

Functional Skills

Functional Skills are a vital part of your apprenticeship. They provide the essential knowledge, skills and understanding needed to operate confidently, effectively and independently. Functional skills are available at Level 1 and Level 2 and the level you will work towards will depend on the previous qualifications you have achieved, the results of an assessment prior to your apprenticeship and the requirements of the apprenticeship you are completing. If you have not already achieved Level 2 English and maths you must study for and take the tests for Level 2 English and maths and achieve Level 1 English and maths for Level 2 Apprenticeship.


Your assessor will visit you on a regular basis and support you with developing your electronic portfolio which is used as evidence for your end point assessment. During these meetings observations, question and answer sessions and reviews will take place. End point assessment: You will access the end point assessment after a discussion with your employer and assessor, where entry requirements are checked, assessed and verified, this will include checking that the required level of English and maths has been achieved. The Customer Service Practitioner Apprenticeship Standard end test will consist of the following: Apprenticeship Showcase – you will showcase a portfolio of evidence showing how you have developed your skills during the apprenticeship. Practical Observation – minimum 1 hour observation in your working environment. Professional Discussion – 1 hour structured interview led by the independent end assessor. The apprenticeship includes Pass and Distinction grades with the final grade based on your combined performance in each assessment activity. In order to pass the apprentice is required to pass each of the three assessments.

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