Perfect for beginners looking to start a career in customer service
The Customer Service Practitioner Level 2 Apprenticeship is designed for individuals who want to develop the skills, knowledge, and behaviours needed to succeed in customer service roles.
Apprentices in this role perform a variety of service delivery tasks, including handling orders and payments, offering advice and guidance, greeting customers, problem-solving, sales and aftercare, and measuring customer satisfaction.
This role exists across all sectors and organisation types, and your actions will directly influence the customer experience.
✅ The Details
Qualification: Customer Service Practitioner Level 2 Apprenticeship
Duration: 12 months plus 3 months End Point Assessment (EPA)
Delivery: Bespoke workshop sessions and regular workplace visits
Workplace support: Your assigned Assessor/Trainer will visit to support portfolio development and conduct quarterly reviews
Assessment: On-programme portfolio and End Point Assessment (EPA)
Functional Skills: Maths and English at Level 1 (or equivalent GCSEs), with attempts at Level 2 encouraged
Training includes: Knowledge and understanding of customer service principles, systems, and organisational practices
✅ Who is it for?
• School or college leavers entering their first customer service role
• Employees looking to upskill in customer service
• Junior customer-facing staff across any sector
• Employers wanting to develop capable customer service staff
✅ What you’ll learn
You’ll gain practical skills and knowledge through classroom learning and on-the-job training. Topics include:
• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Using systems and resources
• Understanding your role and responsibilities
• Delivering excellent customer experience
• Product and service knowledge
You’ll apply these skills directly in your workplace, gaining real-world experience and confidence.
✅ Entry Requirements
• No formal qualifications are required to start
• GCSE or Functional Skills Level 1 in Maths and English required, with Level 2 attempts encouraged
• Focus Training offers support for Functional Skills alongside the Apprenticeship if needed
✅ Common job roles include:
• Customer Service Assistant
• Customer Advisor
• Sales and Support Assistant
• Call Centre Operator
• Receptionist
• Service Coordinator
• Customer Support Administrator
✅ Progression Opportunities
Once you complete your Level 2 Apprenticeship, you can continue your development with:
• Customer Service Level 3 Apprenticeship
• Team Leader or Supervisor roles in customer service
• Specialist roles in retail, hospitality, or business administration
These next steps build on your skills and open the door to more senior positions.
✅ Costs
- This is a government-funded initiative: apprentices are not required to pay for their training. Employers with a wage bill of under £3 million may need to make a 5% contribution towards training costs.
- The cost of this Apprenticeship is set at £3,500, with an employer contribution rate of £175 + VAT.
- Employers recruiting an Apprentice aged 16–21 years old, will be exempt from paying the employer contribution.
- If the Apprentice is aged 16–18 years old, employers will receive a £1,000 government incentive to be used towards training and salary costs.
Visit this page to find out more about employer costs and responsibilities.
✅ Ready to Apply?
Click here to visit the contact page and get in touch with a Focus Training centre near you.