Customer Service Practitioner Level 2

The Basics

Sector: Business
Awarding Body: Pearson
Qualification: Level 2 Customer Service Practitioner
Qualification Type: Apprenticeship Standard
Duration: 15-18 months
Type of Assessment: Ongoing and End-Point Assessment

What you will Learn

> Working effectively and efficiently on your own and within a team
> Ability to give and receive feedback
> Managing self-development
> Professionalism, personal presentation, team culture and respect
> Understanding of customers’ needs and requirements and managing their expectations
> Dealing with customer conflict and challenges


The core responsibility of this role is to provide a high quality service to customers, however some of the other tasks you may be involved in includes dealing with orders, offering advice and guidance about products and services, meeting and greeting customers and clients and much more.

You will normally be the first point of contact for the customer, either over the telephone or face to face, and will work both independently and within a team.

Entry Requirements

You will need to be working in a role with direct contact to external or internal customers or be looking to work within the industry.

Roles Available in this Sector

> Customer Services Representative
> Business Administrator
> Personal Assistant
> Finance Assistant


> Level 3 Business Administrator
> Level 3 Team Leader or Supervisor


Hairdressing & Barbering



Teaching and Education

The Care Industries


Frequently Asked Questions

Learner Life & Well-Being

I just wanted to say the biggest thank you to Vanessa, my trainer. You have made my journey so much easier, I don’t know what I would have done without you. You have been amazing and helped me to achieve my qualification. You’ve guided me through every step of the way, I really appreciate it, Vanessa, you have been my rock.

Katie Shorland, Level 2 Hairdressing

I always struggled in school as I wasn’t very academic, so knew learning on the job would be a better option for me. I would find it difficult to get up for 9am but now I wake up and look forward to my day. I wanted to try a hair apprenticeship as I’ve always been interested in hairdressing, and by the end of the first week, I already loved it!

Jaimee Benson, Level 2 Hairdressing

I have developed a range of new skills through work including the technical, industry skills required for the job, to personal development such as ensuring I am always on time. The biggest change since leaving school is adjusting to the independence you gain from earning a salary. My advice to anyone thinking of doing an apprenticeship would be find what you like doing, and go for it!

Will Birch, Level 2 Bricklaying

Since starting the apprenticeship, I’ve become far more confident. In a classroom, you only interact with your classmates, but through working you develop your people skills as you interact with customers on a daily basis. At school, you are closely monitored and parented, however I am now more independent and feel grown up

Sam Collard, Level 2 Light Vehicle and Maintenance Repair

The most important thing I’ve learnt since leaving school is that there are other routes to success than just academia. I failed my GCSEs, as I never suited the school environment. Now though, I’m really enjoying my apprenticeship as I’ve discovered I learn more through hands-on practice.

Ben Freeman, Level 2 Carpentry

I would just like to thank you and your team for all the amazing work they do, you have provided me with the most invaluable experience which has helped to pave the way of my future. The work you do for young people is incredible!

Luke Kowalski, Teaching Assistant and former apprentice at Sir Robert Gefferys School