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

Overview of the Course

The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation, from either their workplace, digitally or through going out into the customer’s locality. The services provided for their customers could include dealing with orders, payments, offering advice, guidance and support, meet & greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.


Customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media. Their actions will influence the customer experience and satisfaction within the organisation and should demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge.


Key Units/Learning Aims


  • Knowing your customers and understanding your organisation
  • Understanding the products and services of your organisation
  • Meeting regulations and legislation
  • Knowing your role and responsibility
  • Understanding the customer experience and your organisations systems and resources
  • Interpersonal skills, communication and influencing skills
  • Dealing with customer conflict and challenge


Behaviours will be developed such as taking responsibility to self-development, being open to feedback, team working, presentation, equality and values.

What are the entry requirements?

Relevant qualifications and/or an initial assessment and diagnostic testing on maths and English will take place prior to commencement. Specific entry requirements may be applicable based on employer requirements.


Apprenticeship Standard L3 Customer Service

Course Duration

12-18 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 the 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 the apprentice will work towards will depend on the previous qualifications achieved, the results of an assessment prior to the apprenticeship and the requirements of the apprenticeship they are completing.


Development of the job role competencies, skills and behaviours can be delivered exclusively by Bury College, co-delivered with a workplace mentor who will work alongside the Learning and Skills Coach to support and log the apprentice's progress. The dedicated, qualified Learning and Skills Coach will support the teaching and learning of the apprentice in their development of Customer Service knowledge and competence in their work-based activities.

For the Level 2 Diploma in Customer Service, the Learning and Skills Coach will visit on a regular basis to support with developing the electronic portfolio which is used as evidence for the completion of the qualifications and the end point assessment.  Assessment of the apprentice's progress in their workplace competencies involves:



·         Written assignments

·         Observations

·         Professional discussions

·         Question and answer sessions

·         Reviews

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