Customer Service Practitioner (Level 2 Apprenticeship)

Subject: Customer Service

 I am: an employer a student

This apprenticeship has designed by employers specifically for employees to be able to learn how they can influence the customer service experience within their role in order to positively impact the organisation.

All apprentices need to be employed within a suitable role and earning at least the minimum apprenticeship wage.

Providing the opportunity for your team to undergo apprenticeship training has many benefits to your organisation:

  • Growing productivity: Maximise staff efficiency though the development of knowledge and increasing team motivation by developing a learning culture.
  • Cost effective: Provide valuable opportunities which improve retention to minimising recruitment costs
  • Develop your business: Affordable way to expand and improve your business
  • Enhanced reputation: Provide customer reassurance by investing in trained staff.

The CAW Business School has a well-earned reputation for excellence; delivering quality training and education and employer support. Your apprentice will benefit from:

  • Tuition, support and assessment provided in the workplace, online and via email and telephone contact
  • Support and guidance from an allocated, qualified Work-based Learning Assessor
  • Access to our unique Virtual Learning Environment (VLE) and extensive eLibrary resources

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.

As this apprenticeship is work-based, you may apply to start at any time of the year and will not be required to attend College for tuition. You will be allocated a Work-based Learning Assessor who will support you through your qualification via email and telephone contact and regular visits to your place of work.

CAW Business School has a well-earned reputation for excellence; we are dedicated to providing you with superior training based on your needs. As an apprentice studying with CAW you will benefit from:

  • Tuition, support and assessment provided in the workplace, online and via email and telephone contact
  • Support and guidance from an allocated, qualified Work-based Learning Assessor
  • Access to our unique Virtual Learning Environment (VLE) and extensive eLibrary resources

Key Facts

  • Attendance: As this qualification is work-based no college attendance is required. Tuition will be provided online, and support will be provided by a personal tutor who will assess work and provide feedback. Regular contact and support will be carried out by the tutor via email, telephone and microsoft Teams.
  • Duration: 14-16 months
  • Start date:  Any time during the year.
  • Location: Apprentices must be living and working in England.
  • Off-the-job training: The apprentice must undertake a minimum of six hours per week of 'off-the-job’ training.

Entry Requirements

There are no formal academic entry requirements to undertake this qualification however in order for you to have an apprentice they must be living and working in England in a suitable role. In addition they cannot already hold a Level 2 (or above) qualification in a similar subject).

For the apprenticeship to be completed within 14-16 months the apprentice must be working a minimum of 30 hours per week. If they are employed for fewer hours then the length of their apprenticeship will be proportionately extended.

Should you be looking to recruit a new trainee to join your team we can help to advertise your vacancy and screen applicants free of charge, contact us for more information.

International qualifications

Students with foreign qualifications are required to have their certificates translated using a UK ENIC Statement to confirm if they have previously achieved Level 2 English and Level 2 maths for their apprenticeship. If a student has not previously achieved this, they will need to complete Functional Skills English and/or maths as part of their apprenticeship. More information about how to apply, how it works and prices can be found on the UK ENIC’s website here.

Course Content

This apprenticeship consists of the knowledge, skills and behaviours that are required by someone in a customer service role in order to succeed. 


The knowledge gained will provide the opportunity to improve your employee’s knowledge to do their job to the best of their abilities, legally and in line with company policies, looking at:

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


Transferrable skills will be gained to provide the confidence for the knowledge to be applied:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge


Attitude and behaviours covered will provide the opportunity for your employee to learn how to take responsibility for personal and professional success:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time” – clarify and manage customer expectations


An End Point Assessment will be required to achieve the apprenticeship. This consists of the following:

Apprentice Showcase - A portfolio of evidence will be collected, a selection of which will then be chosen to showcase development. It is likely that evidence will include items such as customer feedback, witness statements, reviews and recordings. The showcase will be assessed against a number of areas by an independent assessor.

Practical Observation – An observation will be undertaken by an independent assessor to assess the skills, knowledge and behaviour learned. This may include situations such as handling a general enquiry or dealing with a customer complaint.

Professional Discussion - Following the practical observation participating in a professional discussion is required. This will confirm knowledge and understanding whilst providing the opportunities to discuss any potential scenarios that were not possible to witness during the practical observation.

Functional Skills

Unless exempt Level 2 Functional Skills are assessed via online examinations and practical assessments.


Course Fees

Apprenticeship fees are payable by you as the employer.

Prior to commencing the course an invoice will be issued for the total course fee.

As an employer you will either be an Apprenticeship Levy Payer (employers with over a £3 million pay bill) or Non-Levy Payers (employers with less than a £3 million pay bill).

Course fees for Apprenticeship Levy Payers

Levy payers in England will pay the full apprenticeship amount of £3,500 using their digital account.

Course fees for Non-Levy Payers

Non-levy paying employers in England are required to contribute 5% (£175 in one payment) towards the cost of the apprenticeship provided they use their digital account to process the claim for 95% funding available.

All fees are fully inclusive of End Point Assessment (EPA) fees. However, if a student needs to re-sit their EPA, re-sit fees may be payable.

Before making any financial decision it is recommended that you seek advice from an independent source, for example the Money Advice Service.

These are current figures and may be subject to change. The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be as a result of age, employment status, previous education achievements, or location for example, and are outside the control of CAW Business School.

What Next?

Completion of this apprenticeship will give your employee the confidence, practical skills and abilities to provide exceptional customer service and excel in their role.

Following this qualification many employers choose to continue supporting their staff and develop them further such as by supporting them in the next level of training such as the Level 3 Customer Service Specialist Apprenticeship or in related areas of business, such as Leadership and Management or Accounting and Bookkeeping.


What our Business School students say:

“I have enjoyed learning new skills and applying some of these to my current job”
“The tutors are very helpful and supportive and provide me with regular reviews on my progress”
“The course fits around my everyday work making this easy to complete”
“The tutors are extremely helpful and always manage to find time to provide support and answer any queries”

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