Skip to main content

Tell us whether you accept cookies

We use cookies to collect information about how you use this service. We use this information to make the service work as well as possible and improve this service.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Find apprenticeship training for your apprentice

Beta This is a new service – your feedback will help us to improve it.

  1. Home
  2. Apprenticeship training courses
View shortlist
Apprenticeship training course

Customer service practitioner (level 2)

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Qualification level
2
Equivalent to GCSE.
Typical duration
12 months
Apprenticeship category
Sales, marketing and procurement
Maximum funding
£3,500
Maximum amount government will fund
for apprenticeship training.
Also known as
  • customer assistant
  • customer relations advisor
  • customer relations assistant
  • customer service advisor
  • customer service agent
  • customer service associate
  • customer service rep
  • customer service representative
Skills
Skills an apprentice will learn
  • 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.
  • Depending on your job role and work environment:
  • 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.
  • Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • 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.

Full information on Customer service practitioner (level 2) is available from the Institute for Apprenticeships and Technical Education.

Find training providers for this course

Apprenticeship location

Check if a provider can offer this training for the apprenticeship location.

Back to top View shortlist