Level 2 Customer Service Practitioner Apprenticeship

The Level 2 Customer Service Practitioner Apprenticeship is designed for individuals who are responsible for providing exceptional service to customers, whether internal or external. This apprenticeship programme equips learners with the knowledge, skills, and behaviours necessary to deliver a high-quality customer experience. It uses a blended learning approach, combining face-to-face tutorials, remote workshops, e-learning modules, and practical work-based training.

Funding Options

Levy employers: £3,500
Non-levy employers: £175

Who Is This Apprenticeship For?

This apprenticeship is ideal for individuals working in customer-facing roles who wish to enhance their skills in customer service. It is perfect for those who want to specialise in delivering high-quality customer service in various business settings, whether dealing with complaints, offering solutions, or enhancing customer experiences.

Learners Will

Receive one-to-one mentoring and support from a qualified tutor, with visits every 4–6 weeks
Participate in a blended learning approach that includes face-to-face tutorials, remote workshops, and e-learning
Complete a minimum of 6 hours of study per week
Gain practical experience in managing customer relationships and providing customer-focused service

What You Will Achieve

Received upon completion of the apprenticeship:

Level 2 Customer Service Practitioner Apprenticeship Standard Certificate
Level 1-2 Functional Skills in English and Maths (if not exempt)

Behaviours developed include:

Developing self-awareness and openness to feedback
Team working and collaboration
Professional presentation and communication
Managing customer expectations and providing service “right first time”
Demonstrating equality and respect in all customer interactions

Key Themes

Customer Service Foundations

Understanding customer service legislation
Meeting customer expectations and providing a positive service experience
Dealing with conflict and challenging situations
Understanding systems and resources used in customer service

Customer Service Delivery and Personal Effectiveness

Personal impact and customer-focused communication
Managing customer relationships and offering solutions
Developing time management, prioritisation, and collaboration skills
Self-development and continuous improvement in customer service

Customer Environment and Organisational Impact

Understanding the business products and services
Aligning customer service delivery with company values
Working with colleagues to enhance the customer journey
Reflecting on customer feedback to improve service delivery

The Apprenticeship Journey

Learners will follow a blended learning approach that combines classroom-based tutorials with practical, on-the-job experience. They will receive one-to-one mentoring and support from a dedicated tutor throughout their apprenticeship. To ensure success, learners will need to complete at least 6 hours of study per week, including the completion of online learning modules, formal assessments, and practical work. This programme ensures that learners develop both the theoretical knowledge and practical skills necessary to excel as a Customer Service Practitioner.

End Point Assessment (EPA)

The EPA for this apprenticeship is assessed using three methods:

Apprentice Showcase (65%): A presentation showcasing the apprentice’s development and achievements throughout the programme.
Practical Observation (20%): A 3-hour observation at the apprentice’s workplace, demonstrating the application of the skills, knowledge, and behaviours learned during the apprenticeship.
Professional Discussion (15%): A structured interview with an independent assessor, discussing the apprentice’s application of the knowledge, skills, and behaviours gained throughout the programme.

Interested in This Course?

Alternatively, you can send us an email at enquiries@hawktraining.com
or call us on +44 (0)20 8891 0992