Customer Service Practitioner Level 2

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. The core responsibility is 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.

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

Skillsfirst Assess is approved to offer End-point Assessment for this standard. For further information please click here

Apprentices will be required to have or achieve level 1 English and Maths and to have attempted level 2 English and Maths tests, prior to completion of their Apprenticeship.

Whilst the Apprenticeship Standard for Customer Service Practitioner does not specify any mandatory qualifications, Skillsfirst are pleased to offer the following qualification to support and add value to the learner journey:

Apprenticeship packages 

In order to support the delivery of this Apprenticeship Standard, Skillsfirst can offer the following packages:

AS15 - Customer Service Practitioner (including Level 1 Reformed Functional Skills)

AS15b - Customer Service Practitioner (including Level 2 Reformed Functional Skills)

A link to the Customer Service Practitioner Level 2 Apprenticeship Standard can be found here