• Level 2 Customer Service Practitioner

Course Overview


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.


Intended Audience

Customer service is relevant to hundreds of job roles, so it’s a great foundation for getting into any industry, ranging from retail, banking, recruitment or healthcare. They all need great customer service! You could become a customer service assistant, representative or agent. During your Apprenticeship you’ll develop skills that are valuable to employers in any sector.



You will develop your skills to be able to:

  • Enhance the customers experience
  • Improve customer satisfaction
  • Gain an industry recognised qualification

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