Customer Service Practitioner Level 2

About the course: 

As a customer service practitioner, it is your duty to ensure that a high standard of service is being provided to your customers in all settings. This may involve having to provide your customers with advice, answering their questions, managing their expectations, offering advice and ensuring that they have a pleasant experience. 

Course Structure:

The duration of this programme is 12 months, and students are expected to attend all the monthly training sessions with their assigned tutor at Croydonsam Training. Alongside the 12 months programme, your assigned tutor will support you to complete and achieve your level 2 diploma + Functional skills Maths and English level 1. 

As part of the programme, reviews will be held every 8-12 weeks with your assigned tutor. These reviews are important as they will support you to gather the relevant evidence for your portfolio which will include direct observations.

Your employer will be informed of your progress on a regular basis including your readiness to undertake the end point assessment.

Course Content: 

Skills :

  • Interpersonal skills
  • Communication
  • Personal organization
  • Dealing with customer conflict and challenge

Knowledge :

  • Knowing your customers
  • Understanding your organization
  • Meeting regulations and legislation
  • Systems and resources
  • Customer experience
  • Product and services knowledge

Behaviors :

  • Developing self
  • Being open to feedback
  • Equality – treating all customers as individuals


What are the entry requirements?

Math and English GCSEs C/4 or above or Functional skills level 1

Apprentices without English or Math’s at Level 1 must achieve this prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

Assessment Method:

Portfolio of evidence and EPA

Qualification: Level 2 diploma in Customer Service Practitioner

Course Mode: Full time

Progression route?

Upon completion of this programme, learner can progress to a higher level