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The apprenticeship standards are a new in-depth way of gaining qualifications in your chosen job role. By completing this Level 2 Customer Service Practitioner apprenticeship, you will gain a qualification equivalent to five GCSEs at grades A-C.

As part of the apprenticeship you will engage in off-the-job training, create a portfolio of evidence, and complete the End-Point Assessment.

This apprenticeship qualification suits job roles such as Customer Service Assistant, Customer Service Representative, Customer Service Advisor, and many more.

What are the subject areas for a Level 2 Customer Service apprenticeship?

For the Level 2 Customer Service Practitioner apprenticeship, you will study these subject areas:

Knowing Your Customers

Dealing with Customer Conflict and Challenge

Communicating with Customers

Knowing the Organisation

Product and Service Knowledge

Developing Self

This apprenticeship is ideal to get you started on your career in customer service-no previous qualifications required. In addition, it is also ideal for those already in the industry to boost their knowledge and help them progress.

To find out more about these subject areas, give us a call on 01246 278931, or email info@apprenticeteam.co.uk.

Functional Skills

If you do not have grades A-C/9-4 in GCSE Maths and English or equivalent, you will complete Functional Skills alongside the apprenticeship. It is nationally recognised, and is completed as part of the apprenticeship. See below for more information:

The courses will be completed at either Level 1 (GCSE E-D/1-3) or Level 2 (GCSE A-C/9-4) based on your learning needs.

Most learning is delivered within the workplace by our tutors, either in person or by remote contact. The only exceptions are the speaking and listening assessments, which may be delivered in a classroom.

The tutors will visit your workplace once a month for roughly 3-4 hours per session.

With their expert help, you will have all the support you need to achieve your goals.

What is off-the-job training?

In short, for 20% of your apprenticeship, you must have time away from your regular duties to engage in training related to your post. This is known as off-the-job training, and could include a variety of tasks. For example, practical training, theory tests and writing tests would all count as off-the-job training.

You do not need to visit a classroom to complete off-the-job training, and it will be completed within your normal working hours. As part of this training, one of our tutors will conduct both one-to-one workplace visits and remote learning sessions. This will take place every 4-6 weeks, with remote sessions delivered through video conferencing. Each session lasts 1½-4 hours, depending on your individual learning needs.

The End-Point Assessment

As part of your qualification, you will complete the End-Point Assessment (EPA). In short, this assessment will help you to showcase the skills, knowledge and behaviours you have developed through the programme. For the final grade, you can achieve either a Pass or Distinction.

For this apprenticeship, the EPA includes the following:

Portfolio Showcase

During your apprenticeship, you will gather evidence as part of a portfolio, which will cover topics such as:

Understanding how you perform in the job role

Knowledge about the business and its market

Understanding how customers affect the business

Forget about lugging around your work. Instead, the online iLearner portfolio system means it can be uploaded to your account and accessed wherever you go. You may also use this system to access new action plans set by your tutor, as well as check your overall progress.

While the system is easy to navigate, we will still offer full guidance. This will be provided through our iLearner handbook, as well as through one-to-one support from your tutor.

Practical Observation

Once your portfolio is complete, you will get the chance to showcase your skills to one of our independent assessors.

This will show what you have learned, as well as how you handle the day-to-day tasks of your job role.

Professional Discussion

Following on from the practical observation, you will have a professional discussion with the assessor.

It will cover scenarios you may have seen in your job role, as well as questions based around the skills and knowledge you have gained.

Once you have completed this qualification at Level 2, there are several progression routes available, dependant on your industry and job role:

You could also progress onto a variety of job roles, such as Call Centre Manager, Customer Service Team Manager, Customer Service Specialist, and many more.

Call us on 01246 278931 or email info@apprenticeteam.co.uk to check availability and for further advice about the next steps. Our team will be happy to advise you on the programmes we provide, and can help point you in the right direction for any learning not delivered by Apprentice Team Ltd.

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Level 2 Customer Service Practitioner | Apprentice Team

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If you are looking for a Level 2 Customer Service qualification, the Customer Service Practitioner apprenticeship is the perfect qualification for you.

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Prostart - Training You Today For Tomorrow

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The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for

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Prostart - Training You Today For Tomorrow

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Business Administrator Level 3 - Prostart

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Business Administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and large businesses alike; from the public sector, private sector and charitable sector. The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving

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We are the independent professional membership body for customer service, working across all sectors to drive business performance through service excellence.

The roi of excellent customer service

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We have around 400 organisational members - big and small - spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.

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Success Stories

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Inspiring a Service Nation, Powering the Future We are the independent professional membership body for customer service, working across all sectors to drive bu

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How to become a customer service assistant

You can get into this job through:

a college course

an apprenticeship

applying directly

College

You can take a college course before applying for a job.

Courses are widely available and include a Level 1 Certificate in Customer Service or a Level 2 Certificate in Contact Centre Operations.

Entry requirements

You may need:

2 or fewer GCSEs at grades 3 to 1 (D to G), or equivalent, for a level 1 course

2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course

More Information

Apprenticeship

You can do a customer service intermediate apprenticeship or a customer service specialist advanced apprenticeship.

Entry requirements

You'll usually need:

some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship

5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

More Information

Direct Application

You can apply for jobs if you have customer service experience, for example from working in a shop, hotel or contact centre.

Employers might want you to have:

some GCSEs or equal qualifications

good communication skills

a friendly personality

More Information

Professional and industry bodies

You could join The Institute of Customer Service for professional development training.

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You can get into this job through: a college course an apprenticeship applying directly You can take a college course before applying for a job. Courses are widely available and include a Level 1 Certificate in Customer Service or a Level 2 Certificate in Contact Centre Operations.

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How to become

You can get into this job through:

a university course

a college course

an apprenticeship

working towards this role

training with a professional body

University

You could do a foundation degree, higher national diploma or degree then apply for a graduate management trainee scheme.

You can apply for graduate trainee schemes with almost any degree. Some employers may prefer you to have a degree in a subject relevant to the sector you want to work in, for example:

business management

retail management

tourism and hospitality

financial services

Entry requirements

You'll usually need:

1 or 2 A levels, or equivalent, for a foundation degree or higher national diploma

2 to 3 A levels, or equivalent, for a degree

More Information

College

It may help to complete a Level 3 or Level 4 Diploma in Customer Services.

Entry requirements

You may need:

4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course

1 or 2 A levels, a level 3 diploma or relevant experience for a level 4 or level 5 course

More Information

Apprenticeship

You could do a customer service specialist advanced apprenticeship. After finishing, you could take further training to become a manager.

You may be able to do a specific higher or degree apprenticeship for your industry. For example, management apprenticeships are available in:

Entry requirements

You'll usually need:

5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

4 or 5 GCSEs at grades 9 to 4 (A* to C) and A levels, or equivalent, for a higher or degree apprenticeship

More Information

Work

You could start as a customer service adviser and train on the job to become a team supervisor, team leader then manager.

There are many customer service training courses and your employer would suggest the ones most relevant to the industry you work in.

Other Routes

You could choose to do general management qualifications to help you get into this career.

These qualifications are offered by professional bodies such as the Institute of Leadership and Management and the Chartered Management Institute.

More Information

Professional and industry bodies

You could join The Institute of Customer Service to find professional development training.

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You can get into this job through: a university course a college course an apprenticeship working towards this role training with a professional body You could do a foundation degree, higher national diploma or degree then apply for a graduate management trainee scheme. You can apply for graduate trainee schemes with almost any degree.

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Customer Service Occupations | Career profile | UCAS | UCAS

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Job holders in this unit group perform a variety of customer service occupations

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Sales Marketing procurement progression map

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Sales Marketing procurement progression map

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London office: Sanctuary Buildings, 20 Great Smith Street, London SW1P 3BTCoventry office: Level 2 Cheylesmore House, 5 Quinton Rd, Coventry CV1 2WT

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Overview of UCAS Tariff Points for Apprenticeships | UCAS

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For the 2026 cycle, we are introducing a new Tariff points structure that now includes Level 3 apprenticeships alongside A-levels, T Levels, and other post-16 qualifications. These changes aim to support apprentices’ progression to higher education by creating a unified system that helps universities and colleges evaluate apprenticeship qualifications against traditional academic routes. This guide provides an overview of the recent changes, including the new calculation method, key points for providers, and the impact on apprenticeship pathways into higher education.