The apprenticeship standards are a new in-depth way of gaining qualifications in your chosen job role. By completing this Level 2 Customer Service Practitioner apprenticeship, you will gain a qualification equivalent to five GCSEs at grades A-C.

As part of the apprenticeship you will engage in off-the-job training, create a portfolio of evidence, and complete the End-Point Assessment.

This apprenticeship qualification suits job roles such as Customer Service Assistant, Customer Service Representative, Customer Service Advisor, and many more.

What are the subject areas for a Level 2 Customer Service apprenticeship?

For the Level 2 Customer Service Practitioner apprenticeship, you will study these subject areas:

  • Knowing Your Customers
  • Dealing with Customer Conflict and Challenge
  • Communicating with Customers
  • Knowing the Organisation
  • Product and Service Knowledge
  • Developing Self

This apprenticeship is ideal to get you started on your career in customer service—no previous qualifications required. In addition, it is also ideal for those already in the industry to boost their knowledge and help them progress.

To find out more about these subject areas, give us a call on 01246 278931, or email

Functional Skills

If you do not have grades A-C/9-4 in GCSE Maths and English or equivalent, you will complete Functional Skills alongside the apprenticeship. It is nationally recognised, and is completed as part of the apprenticeship. See below for more information:

  • The courses will be completed at either Level 1 (GCSE E-D/1-3) or Level 2 (GCSE A-C/9-4) based on your learning needs.
  • Most learning is delivered within the workplace by our tutors, either in person or by remote contact. The only exceptions are the speaking and listening assessments, which may be delivered in a classroom.
  • The tutors will visit your workplace once a month for roughly 3-4 hours per session.
  • With their expert help, you will have all the support you need to achieve your goals.

What is off-the-job training?

In short, for 20% of your apprenticeship, you must have time away from your regular duties to engage in training related to your post. This is known as off-the-job training, and could include a variety of tasks. For example, practical training, theory tests and writing tests would all count as off-the-job training.

You do not need to visit a classroom to complete off-the-job training, and it will be completed within your normal working hours. As part of this training, one of our tutors will conduct both one-to-one workplace visits and remote learning sessions. This will take place every 4-6 weeks, with remote sessions delivered through video conferencing. Each session lasts 1½-4 hours, depending on your individual learning needs.

The End-Point Assessment

As part of your qualification, you will complete the End-Point Assessment (EPA). In short, this assessment will help you to showcase the skills, knowledge and behaviours you have developed through the programme. For the final grade, you can achieve either a Pass or Distinction.

For this apprenticeship, the EPA includes the following:

  • Portfolio Showcase
    • During your apprenticeship, you will gather evidence as part of a portfolio, which will cover topics such as:
      • Understanding how you perform in the job role
      • Knowledge about the business and its market
      • Understanding how customers affect the business
    • Forget about lugging around your work. Instead, the online iLearner portfolio system means it can be uploaded to your account and accessed wherever you go. You may also use this system to access new action plans set by your tutor, as well as check your overall progress.
    • While the system is easy to navigate, we will still offer full guidance. This will be provided through our iLearner handbook, as well as through one-to-one support from your tutor.
  • Practical Observation
    • Once your portfolio is complete, you will get the chance to showcase your skills to one of our independent assessors.
    • This will show what you have learned, as well as how you handle the day-to-day tasks of your job role.
  • Professional Discussion
    • Following on from the practical observation, you will have a professional discussion with the assessor.
    • It will cover scenarios you may have seen in your job role, as well as questions based around the skills and knowledge you have gained.

Go Further

Once you have completed this qualification at Level 2, there are several progression routes available, dependant on your industry and job role:

You could also progress onto a variety of job roles, such as Call Centre Manager, Customer Service Team Manager, Customer Service Specialist, and many more.

Call us on 01246 278931 or email to check availability and for further advice about the next steps. Our team will be happy to advise you on the programmes we provide, and can help point you in the right direction for any learning not delivered by Apprentice Team Ltd.