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Customer Service Practitioner
Apprenticeship Level 2

Customer service assistant

Customer support service assistant

Trade counter sales person

Customer support engineer

Level 2 - equivalent to GCSE

Essential workplace skills

Vocational skills

Essential workplace behaviours

Training Locations
Employer's customer facing facility

Getting started
January, May & September


Training places subject to caseload capacity

Please enquire

Geographic locations - some restrictions apply

Please enquire

Training Access & Support
Access Didac's eLearning Portal

One-to-one training sessions

Regular reviews with your trainer and employer

ePortfolio - to record training & development

Opportunities to improve your maths & English skills

Minimum of 12 months, typically 15months

Funding - England
Government Funding

Funding Value


Employer Contributions


Age grants for employers - England
Under 19 Apprentice - 3 months


Under 19 Apprentice - 12 months


Occupational Standard
Customer Service Practitioner

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Wales, Scotland & Northern Ireland
Please contact us for commercial options

Customer Service Practitioner
Apprenticeship Level 2

Training Category / Warehouse & Management

Skills for providing customer service products and services for businesses, charities and other organisations

Face-to-face, telephone, digital contact, written contact and communications

The role of a customer service practitioner is to deliver high quality products and services to the customers of you 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 and service recovery.

You may be the first point of contact and work in any sector or organisation type, so your actions will influence the customer experience and their satisfaction with your organisation.

Whether you are leaving school or looking to change career to work in a Sales, marketing and procurement role this is a great apprenticeship standard because it provides the knowledge and skills you will need to kick-start your career.

Frequently, customer service roles are a gateway to a host of career opportunities in sales, purchasing, product specialist, branch management, account management, logistics and administration.

With Didac’s training experience in customer service roles, we can create stimulating training plans to cover specialised customer-facing situations.

Click the Add to Enquiry button below to find out more by registering your interest with us.  You are not committing to anything.

Add to enquiry





You must:

  • be 16 or over
  • not already be in full-time education
  • live in England to qualify for Didac funded apprenticeships

You can start an apprenticeship whether you’re starting your career, want a change or you’re upskilling in your current job. You can have a previous qualification like a degree and still start an apprenticeship.

As an apprentice you’ll:

  • learn and train for a specific job
  • get paid and receive holiday leave
  • get hands-on experience in a real job
  • be given the opportunity to improve your maths and English skills
  • study for at least 20% of your working hours off-the-job
  • complete assessments during and at the end of your apprenticeship
  • be on a career path with lots of future potential

The apprenticeship will help you develop your knowledge and skills in the following areas


  • Knowing your customers
  • Understanding the organisation you work for
  • Meeting regulations and legislation in your sector
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge


  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

The apprenticeship will help you develop the following behaviours

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.

The customer service apprenticeship is a gateway to a career in wide variety of customer facing roles including sales, marketing, procurement and management.  If you are promoted to run a team for example you could go on to do another apprenticeship such as Team Leader at level 3, which equivalent to an A’ Level.

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