The Professional Role

A Customer Service Practitioner is the front face and, in many cases, the first point of contact a customer has with a company. Your purpose as a Customer Service Practitioner, will be interacting with customers, getting to know their issues and concerns and resolving those problems with high quality products and services. 

Your interactions may be one-time events, resolving one-time unusual problems, or they could be more routine. Your knowledge, skills and behaviours will all contribute to delivering the best possible service you can to your customers and to meet and exceed your organisation’s standards and goals within appropriate regulatory frameworks.

The Learning Journey

The length of the course is typically 12 months plus the End Point Assessment.

On Programme Learning

The course is delivered as day release, using a blended learning model including formal workshops, tutorials and independent study. Some of this training may be delivered virtually using video calling. 

Through a series of assignments, observation and reflection you will work towards competency in all of the knowledge, skills and behaviours for this qualification, a sample of which is listed in the knowledge, skills and behaviours table.

Knowledge Skills Behaviours
  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product service and knowledge
  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working
  • Equality in treatment of all customers and individuals
  • Presentation – dress code, professional language
  • Right first time

The Customer Service Level 2 qualification can support apprentices to progress on to studying Business Administrator Level 3. You will also be eligible to join the Institute of Customer Services as an individual member at the professional level.

Additional Requirements

You will need to achieve a level 1 qualification in English and maths if you do not already hold an equivalent qualification.

End Point Assessment

Once you have met all the criteria to pass Gateway, the EPA will consist of:

  • The apprentice showcase of portfolio
  • Practical observation
  • A professional discussion