Customer Service Practitioner 
Level 2 Standard

This Apprenticeship provides the breadth and depth of skills and knowledge needed for employment in Customer Service.


Customer Service Practitioner

Qualification Level

Level 2

End Point Assessment Centre

Pearson, NCFE, iCQ

Instruction Language


Qualification Duration

12 months

Employer Incentives

You will receive £3,000 for new apprentices of any age who have an employment start date of 1 April 2021 to 30 September 2021. Applications close on 30 November 2021.


You will be able to apply for a payment of £3,000 for apprentices with an employment start date from 1 October 2021 to 31 January 2022 once applications open in January 2022.


What you can use the payment for
The payment is different to apprenticeship levy funds, so you can spend it on anything to support your organisation’s costs. For example, on uniforms, your apprentice’s travel or their salary. You do not have to pay it back.


You can only apply for new apprentices who joined your organisation from 1 April 2021 to 30 September 2021. You cannot apply for an existing employee who joined your organisation before 1 April 2021, even if they started an apprenticeship after this date.

To read the full Apprenticeship Standard: Click here


Who is this course suitable for?

One of the most popular Apprenticeships in the UK, the customer service industry covers many sectors and job roles that are relevant to Intermediate Apprentices.

There are a wide variety of other job roles that are complemented by customer service skills at this level and that could benefit those choosing to undertake the Customer Service Intermediate Apprenticeship.

Role Profile (what the successful candidate should be able to do at the end of the Apprenticeship)


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.

These are the personal attributes and behaviours expected of all Customer Service Practitioners carrying out their roles


  • Developing self
    Take ownership for keeping your service knowledge and skills up-to-date. Consider personal goals and propose development that would help achieve them.
  • Being open to feedback
    Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
  • Team working
    Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.
  • Equality – treating all customers as individuals
    Treat customers as individuals to provide a personalised customer service experience. Uphold the organisations core values and service culture through your actions.
  • Presentation – dress code, professional language
    Demonstrate personal pride in the job through appropriate dress and positive and confident language.
  • “Right first time”
    Use communication behaviours that establish clearly what each customer requires and manage their expectations. Take ownership from the first contact and then take responsibility for fulfilling your promise.

Course Costs

Maximum Funding


Non Levy Employer 5% contribution or Employer 5% contribution


End Point Assessment Cost (Paid by Kiwi)



96 Students saved up to 50% on their fees




  • Knowing your customers
    Understand who customers are, the difference between internal and external customers and the different needs and priorities of your customers. Understands the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
  • Understanding the organisation
    Know the purpose of the business and what ‘brand promise’ means including your organisation’s core values and how they link to the service culture. Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
  • Meeting regulations and legislation
    Know the appropriate legislation and regulatory requirements that affect your business including your responsibility in relation to this and how to apply it when delivering service.
  • Systems and resources
    Know how to use systems, equipment and technology to meet the needs of your customers. Understand types of measurement and evaluation tools available to monitor customer service levels.
  • Your role and responsibility
    Understand your role and responsibility within your organisation and the impact of your actions on others. Know the targets and goals you need to deliver against.
  • Customer experience
    Understand how establishing the facts enable you to create a customer focused experience and appropriate response. Understand how to build trust with a customer and why this is important.
  • Product and service knowledge
    Understand the products or services that are available from your organisation and keep up-to-date.



  • Interpersonal skills
    Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Communication
    Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand. Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Influencing skills
    Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Personal organisation
    Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Dealing with customer conflict and challenge
    Demonstrate patience and calmness and show you understand the customer’s point of view. Use appropriate sign-posting or resolution to meet your customers needs and manage expectations. Maintain informative communication during service recovery.



Kiwi Education is an fantastic training provider who really does put it’s students at the heart of their delivery. Our staff have felt supported throughout their apprenticeship

– False Flag Tattoo


Area: Professional Accounting Taxation Technician AAT Apprenticeship



Our staff enrolled on courses have not only improved within their roles but with the support from Kiwi Education they have excelled and progressed from one level to a higher level. We are thrilled with the service from Kiwi Education. 

– Costa Coffee

Area: Team Leader Supervisor Apprenticeship

Enrol and pay now

Maximum Funding


Non Levy Employer 5% contribution or Employer 5% contribution


End Point Assessment Cost (Paid by Kiwi)




Any Questions

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