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Apprenticeship in Customer Service Specialist Level 2 

Course Overview

As a customer service practitioner your actions have the direct ability to influence the customer experience and satisfaction of your organisation. You will be responsible for providing a high quality service to customers in a variety of ways e.g. face-to-face, by phone, email, post or via social media. Tasks can be wide and varied depending on your organisation but could include taking orders and payments, providing guidance and support, and solving problems.

During the Level 2 Customer Service Practitioner Apprenticeship you will develop strong customer service and communication skills and behaviours, to provide a customer service experience in line with your company standards and policies.

As a customer service apprentice, you will be employed in a client facing role gaining vital practical skills and experience, and earning a wage alongside studying your formal apprenticeship qualification.

This work based training programme, explores the principals and practices of customer service. Based on the National Occupational Standards for Customer Service, these  Apprenticeships will provide your staff with a thorough understanding of this subject. Your staff will improve their skills and knowledge in many areas including:

Throughout this apprenticeship, learners will learn a multitude of topics, which have been effectively sequenced to enable learners to obtain information at the right points of their apprenticeship programme.

The topics that will be covered on this apprenticeship standard:

  • Communicating using customer service language

  • Delivering customer service over the telephone

  • Impression and image

  • Handling problems

  • Development and improvement


The apprenticeship must be completed within contracted working hours, employers must support their apprentices to complete the apprenticeship, this is monitored by ‘off-the-job training’ and a training plan will be agreed prior to the apprenticeship commencement.

How to apply for this course

Expert Teachers

All staff involved in the delivery of adult education courses within Enable are approved to teach the subjects and modules they deliver. The approval process ensures that staff delivering a given programme are appropriately qualified and, where appropriate, possess relevant technical and industrial experience and professional practice.

Course Details


14 months (12 months on programme learning and 2 months EPA)


Apprentices without Level 1 English and Maths will need to achieve this before getting to Gateway.


Learners will be assigned an assessor, where learners will receive regular information, advice and guidance, this incudes career and progression guidance.

How Will I Be Assessed?

Learners will be assessed using a range of assessment methods, some of these assessment methods include, but are not limited to: professional discussions; observations; knowledge workbooks; reflective accounts and witness testimonies. These assessment methods will work in combination with each other, to ensure that a sufficient portfolio of evidence will support the knowledge, skills and behaviours you have required.

At the end of your period of learning you will reach what is called Gateway, this is when the employer, you and the training provider agree that you have learnt the content of the Standard. You will then be put forward for EPA, which includes:

· A practical observation and professional discussion

· A presentation showcase

Funding Options

Apprenticeships require a 5% contribution of the overall amount, this 5% will be invoiced prior to sign up of the apprenticeship. The 5% contribution for this apprenticeship standard is £175, with the full cost being £3,500.

Other funding options include exploring the option for transfer of levy funds, from levy paying providers.

Information about Apprenticeships including funding can be found here

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