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What You’ll Gain As A Learner
Through expert teaching, quality resources and ongoing support from industry professionals, you will gain the skills, knowledge and behaviours needed to liaise with customers and provide them with the essential information they need to support sales, customer service and complaints teams. With nearly 20 years of training expertise and a 99% learner success rate, we are your trusted partner in supporting your career growth and helping you empower young lives.
What You’ll Gain As An Employer
Your success is our priority. We provide expert teaching through quality resources and ongoing support to take your staff to the next level as they progress in their customer service career. From providing them with the basis of knowledge in sales, customer service and complaints teams, your staff can progress to higher level apprenticeships and join the Institute of Customer Service. With nearly 2 decades of training expertise and a 99% learner success rate, leave the teaching to us as we support the next generation of teaching professionals on their journey to empowering the lives of children and young people.
Frequently Asked Questions
A Level 2 Customer Service Practitioner apprenticeship is an entry-level course designed to develop the skills, knowledge and behaviours needed to deliver excellent customer service. You will learn how to communicate effectively, handle customer queries and complaints, and support your organisation’s goals. This role is key in helping businesses build strong customer relationships while maintaining a positive brand image.
This apprenticeship is ideal if you enjoy working with people, solving problems and delivering great service. It suits both new learners starting their career and employees already in customer-facing roles who want to build their skills. Employers will benefit from developing confident, capable staff who can enhance customer satisfaction and business performance.
You don’t need prior customer service experience to get started. However, you should be motivated to learn and able to meet the requirements of your job role alongside the programme. Depending on your age, you may need Maths and English requirements, or you might be expected to study towards these alongside your apprenticeship if you do not have the equivalent of GCSE grade 4/C.
You will develop essential customer service skills, including communication, problem-solving and building customer relationships. You will learn how to understand customer needs, handle challenging situations and represent your organisation professionally. The programme also covers organisational knowledge, teamwork and personal development, helping you become confident, adaptable and ready to progress in your career.
Once you have completed the Level 2 Customer Service Practitioner Apprenticeship, you will be well placed to continue developing your skills and progress your career across customer service, business administration, and leadership roles.
A natural next step is to progress onto our Level 3 Customer Service Specialist Apprenticeship, where you will build on your existing knowledge and develop more advanced customer service skills, including managing complex queries, improving customer experience, and taking on greater responsibility within your role.
You may also choose to broaden your skills through our Level 3 Business Administrator Apprenticeship, which supports the development of wider organisational and administrative skills that are highly valued across a range of business environments.
Off-the-job training is structured learning that takes place during your paid working hours but is separate from your normal day-to-day duties. You’re required to complete a minimum of six hours per week of this training to develop the knowledge, skills and behaviours needed for your apprenticeship. Activities can include online learning, workshops, research, mentoring and other development tasks relevant to your role.
You can also use our Learner Enrichment Calendar to help plan and log suitable off-the-job activities that count towards your training hours, giving you a variety of ways to grow your skills throughout the programme.
All off-the-job training hours must be recorded on your e-portfolio system, Aptem, to ensure your progress is tracked throughout your apprenticeship.
The apprenticeship typically lasts around 16 months. During this time, you will take part in a blend of face-to-face and online learning, supported by a dedicated tutor. You will also complete at least six hours per week of off-the-job training to build your skills, before finishing with an end-point assessment.
For the learner, there is no cost.
For employers, the cost depends on whether you pay the apprenticeship levy:
• Levy-paying employers: You can use your apprenticeship levy funds to cover the full cost of the programme. These funds are accessed through your digital apprenticeship service account.
• Non-levy employers: The government will fund 95% of the training cost, meaning you only pay the remaining 5%. Based on the £4,000 funding band, this equates to just £200.
This makes apprenticeships a highly cost-effective way to develop your workforce, with the majority of training costs covered through government support.
