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Customer Service Practitioner Standard Apprenticeship Level 2

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The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers including 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. This programme will help you to develop excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

Entry requirements

Grade requirements: You will need to have achieved 3 GCSEs A*-D or 9-3 including English and maths, or equivalent.

Other requirements: You should have a keen interest in providing excellent customer service and working as part of team. You should also demonstrate a ‘can do’ attitude, and have basic numeracy and literacy skills with which to build your customer service skills.

Course content

During this apprenticeship you will study a range of topics, including:

  • Knowing your customers
  • Understanding your organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge
  • Interpersonal skills
  • Communication

Assessment methods

Assessment will take place at the end of your programme and will comprise of an apprentice showcase (presentation, report, story board, journal etc.), practical observation and a professional discussion.


You will gain the following qualifications:

Customer Service Practitioner Level 2


  • Functional Skills in English and maths (if needed)

Further study and career options

Further study: Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to the Customer Service Specialist Level 3. You could also progress on to other Level 3, particularly where customer service is an important part of the job, such as Business & Administration, Retail, Hospitality and Travel & Tourism.

Career progression: With additional training, you may be able to progress in your career to roles including customer relationship manager, customer service executive officer, customer service delivery co-ordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.

Additional information

Acceptance will be subject to initial assessment and interview by the apprenticeship team to determine vocational aptitude and transferable skills levels.

Course Information & How to Apply

To start this Apprenticeship you will need to be employed in a relevant job role – visit the Apprenticeships section of our website, where you can view our Apprenticeship vacancies. For further information or queries you can email us or call 01234 291747.

LengthStart DateDay(s)FeesLocationCourse Code
12 months + 3 months for EPA Flexible Work-based learning only Apprentices do not have to pay a fee to study, however the employer may be required to pay depending on their Levy entitlement/age of the candidate. For further information call 01234 291747. Cauldwell Street W414


Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.
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