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Customer Service and Business Practitioner Apprenticeship Standard Level 2


Type: Full Time

Subject: Business Administration, Management and Professional

Level: 2

Start Date: Please contact the Information Centre for start date information

Fee: Please contact the Information Centre for fee information

Course Length

15 months – additional time may be required to complete your independent End–point assessment. You must have a contract of employment for the duration of your Apprenticeship programme.


This is a Level 2 Apprenticeship Standard.

There is the opportunity to progress onto Level 3 Customer Service Specialist or Level 3 Business Administration standard upon successful completion of the independent End–point assessment.

Who is it for

Please only apply for this course if you already have a suitable employer to support you throughout your Apprenticeship. If you do not currently have an employer you can apply for Apprenticeship vacancies by visiting–vacancies

Do you enjoy helping people and problem solving?
Are you looking to start a career in customer service or wanting to upskill for an existing role?

The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their 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, service recovery or gaining insight through measuring customer satisfaction.

You can apply for an Apprenticeship if you are living in England, over 16 and not in full–time education. You must be in paid employment for the duration of your Apprenticeship, you cannot be self–employed or a volunteer. Employers must pay you the minimum Apprenticeship wage or more, for a minimum of 30 hours a week.

Interview Skills Assessment

All candidates will be invited to a pre interview with the Apprenticeship Recruitment Officers and will take part in an initial assessment for English and Maths. You may also be required to complete an aptitude test based on your current skills.

We strongly recommend all candidates also complete a minimum of 2 weeks work experience with their employer prior to the start of the Apprenticeship to ensure the organisation meets your needs.

What will I need

Entry requirements of GCSEs at grade D/3 and above including Maths and English. You are able to apply for this course with predicted grades where applicable. Please note you may also be asked to completed Maths and English qualifications as part of your Apprenticeship programme.

You will also need a suitable supportive employer who will guide you through your Apprenticeship. We strongly advise that you complete a minimum of 2 weeks work experience with your chosen employer to ensure the organisation is right for you.

If you do not currently have an employer, you can apply for Apprenticeship Vacancies are advertised on our website ––vacancies/

Please only apply for this Apprenticeship course if you already have an employer.

What is covered

On this Apprenticeship you will learn the key skills, knowledge and behaviours required for a customer service within a business environment:
• Customer service principles and practices – including customer experience and feedback, targets and goals, internal and external customers, understanding and meeting customer needs and priorities.
• Business principles and practices – including brand promise, core values, complaints processes, internal policies and legislation and regulatory requirements
• Customer service skills – including building rapport and trust, conflict management and influencing and reinforcement techniques
• Communications – including organisational, interpersonal, tone of voice and verbal and non–verbal communications
• Developing self – including ownership of personal goals, sharing good practice, demonstrating personal pride and using positive and confident language.
• Using customer service tools and resources – including those used to meet customer needs and those used to measure, monitor and evaluate customer service level
• 'Right first time principles
• Preparation for Independent End Point Assessment

You will also complete a work–based portfolio showcasing the skills you have learnt on the course in a work–based environment, as well as an End–point assessment in the last 2–3 months of the programme.

As an Apprentice you will be expected to attend college 1 day a month as part of your ongoing 20% off–the–job training. Additional off–the–job training hours are expected to be completed within the workplace, however you may be asked to complete tasks at home via Google Classroom and One–file.

Please note you may also be asked to complete additional English and Maths qualifications as part of the Apprenticeship programme.

How is the course assessed

As well as being assessed continually throughout your Apprenticeship course, all Apprentices are required to complete an End–point Assessment in order to complete their qualification.

The EPA is conducted independently to your employer and Peterborough Regional College and is designed to test whether you have gained the skills, knowledge and behaviours outline in the Customer Service Practitioner Apprenticeship Standard. You will be graded according to your individual performance.

Throughout the duration of your Apprenticeship you will complete a number of assessments, only when these have been completed can your assessor and employer agree to put your forward for the 'Gateway'. This gateway allows you to focus on and prepare for your EPA in order to complete your Apprenticeship. During this time your employer will be expected to support you to prepare for your EPA through regular training.

Throughout the Apprenticeship it is your responsibility with the help from your employer, assessor and college tutors to ensure you are ready for your final independent EPA.

More information about your EPA will be given to you by your Assessor at the Apprenticeship Sign Up.

What can this course lead to

At the end of the Level 2 Apprenticeship you will have the opportunity to progress onto Level 3 Customer Service Specialist Apprenticeship Standard or Level 3 Business Administration Apprenticeship Standard to further develop customer service or business administration skills. Successful learners can also continue to work within the customer service environment and gain promotion.

Possible job roles could include: Customer Service Advisor, Telephone Operator, Call Handler, Counter Service Assistant, Receptionist and Trainee. You also have the opportunity to continue further full time study in a business related field.

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at Professional level.

Are there any additional costs

Learners may need purchase uniform and/or equipment depending on employer.

Other details

Reality Check: 
Working in a business environment, it is important that as an Apprentice you are professional both in your manner and dress, especially in a customer service role, where you may be the first person a customer talks to when they walk into the company. Some offices are based in industrial sites or business parks on the outskirts of Peterborough and you will need to think about how you will travel to work and the costs.

An Apprentice will work on average 30–37 hours a week, this may vary throughout the year dependent on seasonal trends and workloads.

An employed status Apprentice you will:
• Earn a wage – the national minimum wage for Apprentices is £4.15 an hour, although many Apprentices earn more than this. Please note you must be a paid employee of the business, you cannot be self–employed or a volunteer.
• Have a contract of employment – this must be given to you at the start of your employment.
• Get paid holidays – these will be detailed in your contract of employment.
• Receive training – it is crucial to the success of your Apprenticeship that your employer supports you with regular training. The Apprenticeship standard states you must complete a minimum of 20% off–the–job training which can also include training at Peterborough Regional College and training within the workplace. You will also be expected to build a portfolio and complete tasks on One–file and Google Classrooms.
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