Customer Service Practitioner Level 2

Occupational profile

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 which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  These may be one-off or routine contacts and include 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. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

  • Knowing your customers – Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
  • Understanding the organisation- Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
  • Meeting regulations and legislation- Know the appropriate legislation and regulatory requirements that affect your business.
  • Systems and resources- Know how to use systems, equipment and technology to meet the needs of your customers.
  • Interpersonal skills- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Communication- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Influencing skills-  Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Personal organisation- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Developing self- Take ownership for keeping your service knowledge and skills up-to-date.
  • Being open to feedback-  Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
  • Team working- Frequently and consistently communicate and work with others in the interest of helping customers efficiently.
  • Equality – treating all customers as individuals- Treat customers as individuals to provide a personalised customer service experience.
  • Presentation – dress code, professional language-  Demonstrate personal pride in the job through appropriate dress and positive and confident language.

Entry Requirements

Individual employers will set the selection criteria, but this might include five GCSEs and/or A levels.

English and Maths

Level 2 English and Maths will need to be achieved, if not already, prior to taking the end point assessment.


The duration of this apprenticeship is typically 12 months.


This is a level 2 Apprenticeship.