Customer Service Practitioner Standard
Level 2


This Customer Service Practitioner apprenticeship standard is designed for those either looking to start their career in customer service or are already in Customer Service Practitioner roles of which are many and varied, they could include:

  • Customer Service Assistant 
  • Customer Service Administrator 
  • Customer Service Advisor 
  • Customer Service Trainee 

Our qualified and experienced tutors and assessors will guide you every step of the way, giving you the skills to excel and progress.

Key Features

  • Level 2 Diploma for Customer Service Practitioner qualification awarded by City & Guilds.

  • Learn while you continue to work, our tutors will work around your employers needs.

  • Full support from our tutors and assessors, as well as access to our online ePortfolio.

What’s involved

If you decide that an apprenticeship is the route for you then it will last for around 12 months. We will meet the needs of both yourself and the employer to deliver on the job training at your placement. On completion of the course you will receive the industry recognised Level 2 Diploma in Customer Service Practitioner qualification from City & Guilds.

This apprenticeship standard is split into three main components: the first, where one of our tutors will come out to your workplace and observe and assess the skills you have gained whilst working and help you work through the Level 2 qualification; the second part contains all the theory behind why you do the things you do in the workplace and get your ready for the End Point Assessment and finally the Maths, English and ICT support, if they are required and depending upon your situation you may not need to do this part.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.


Due to the funding eligibility rules, from the Skills Funding Agency, it is best to speak with one of our advisers, but as a quick guide, based on age:

16-18 – Apprenticeships are usually 100% funded by the ESFA for learners in this age group.

19+ – This apprenticeship standard is 90% funded by the ESFA with a 10% contribution required from the employer, spread over the duration of the apprenticeship.

Entry requirements

This L2 apprenticeship standard doesn’t have entry requirements and is ideal for those who are starting their customer service career.

If you are unsure, we would recommend getting in touch with us and one of our helpful recruitment team can discuss the qualifications with you and find one that fits your requirements.


All of our qualifications have excellent progression opportunities, once this apprenticeship has been completed, progression onto the Level 3 Buinsess Administration or Level 3 Customer Service apprenticeships are a possibility – our tutors and assessors will help you every step of the way.


Contact us today for more information or even just for a friendly chat