Customer Service Practitioner (Level 2)

The Education and Skills Partnership Ltd
Course summary
13-15 months
Next available date: Enquire for more information - United Kingdom

Course description

Customer Service Practitioner (Level 2)

Providing good customer service is integral to all job roles across many industries such as retail, call centres, financial services, retail, hospitality and leisure.

In your apprenticeship you will understand the importance of communication skills with all sorts of people and will be able to answer questions, handle complaints and give information in a friendly and positive way. You’ll have a friendly outgoing personality and a keen interest in helping people.

Our Customer Service Practitioner Apprenticeship is designed to equip employees with the skills to deliver a high-quality customer experience, in line with a business’s brand promise and improving customer satisfaction.

The Customer Service Apprenticeship will provide you with the opportunity to work in an exciting customer-facing and interactive role where positive communication and efficiency are key. This programme will provide the training to develop excellent interpersonal, communication and influencing skills to help customers make choices that are mutually beneficial to them and the business, as well as personal organisation, presentation, self-development and team working skills that will drive quality and consistency through the service given to customers.

This Apprenticeship is suitable for learners who want to take their first step towards starting a career in a customer service role which can apply to a variety of sectors, or who are already currently employed, working in a customer service environment dealing with customers and clients on a daily basis.

Suitability - Who should attend?


Apprentices will need GCSE grade A to C or a Level 2 Functional Skills in maths and English. Apprentices who do not currently hold this are required to complete Level 2 Functional skills in maths and English prior to end point assessment(EPA).

Who is this for?

This Customer Service Practitioner apprenticeship is suitable for individual who provide a service which involves communication with internal and external customers. Their duties may vary but it is for people who deal with customers in a positive, reliable and pleasant way, offering advice, answering questions or handling complaints.

  • Call Centre Advisor
  • Help Desk Operator
  • Customer Service Assistant
  • Customer Service Administrator
  • Customer Service Advisor
  • Customer Service Trainee
  • Service Agent
  • Representative
  • Senior Receptionists
  • Ward Clerk
  • Telesales Support

Outcome / Qualification etc.

Apprentice Benefits

As a customer service practitioner your action have the direct ability to influence the customer experience and satisfication of your organization.

  • Gain relevant skills from an industry driven approach
  • Develop the technical knowledge and understand that underpins competence in a customer service job role
  • Develop and demonstrate a range of transferable skills and professional behaviours and attributes in the work environment
  • Get an in-depth understanding of the customer service role and its impact
  • Develop a throughout knowledge of the products and service within your organisation
  • Develop further understanding of your organization and wider business environment
  • Develop confidence to resolve problems and mediate challenges appropriately
  • Applies learnt theories and models to practical situations within the workplace.

Training Course Content

The delivery is broken down into 10 topics

  • Know your Customers
  • Understanding the Organisation
  • Regulations & Legislation
  • Your Role & Responsibilities
  • The Customer Experience
  • Product & Service Knowledge
  • Customer Communication
  • Dealing with Customer Conflict & Challenge
  • Teamwork
  • System & Resources

Course delivery details

The course is delivered via a mixture of face to face and online workshops, webinar, coaching sessions and wor-place learning.


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About provider

The Education and Skills Partnership Ltd

Find out a bit about us – At The Education and Skills Partnership Ltd (ESP) we are dedicated to providing a high-quality learning experience for all our learners. Our goal is to equip them all with the necessary skills, tools...

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Contact info

The Education and Skills Partnership Ltd

Williamson House, Wotton Road, Ashford
TN23 6LW Kent

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Average rating 5

Based on 1 reviews.

Laurita R.
I feel really lucky and thankful to Greater Anglia for giving me an opportunity to take this course which has changed my life and helped me reach my goals. During this apprenticeship I achieved a huge change in my job role from a train presentation team member to my dream job as a train conductor. I believe without this course I would not be whe...
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