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Course Info

  • apprenticeship

Useful Information


  • Mode of study:


  • Level:


  • Duration:

    12 months

  • Awarding/validation body:

    City & Guilds




Course Overview

At Customer Service Practitioner Level 2, your role is to provide quality service to customers (internal/external) from the workplace, digitally, or through going out into the customer’s own locality. Other duties 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. During 12 months, we will support you to achieve Level 2 Diploma for Customer Service Practitioner + Level 1 English and Maths. Your Tutor will visit you every 8 weeks for progress reviews, direct observations for your evidence portfolio and advise your employer Re: your readiness to undertake the end point assessment.

Learners will support and engage with different parts of the organisation and interact with internal and external customers.

The delivery of this course includes one day per week at Croydon College.

Course Highlights

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



Career Opportunities & Further Study

Possibility of either full time employment or progression into a higher level apprenticeship after successful completion course.


Assessment is through on and off the job training in

  • Apprenticeship Standard
  • Maths and English
  • Behaviour

Learners will be assessed through various forms plus

  • A synoptic end-test covering the knowledge and skills
  • A portfolio based interview
  • Project Improvement Presentation

Entry Requirements

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

Apprentices without English or Math’s at Level 2  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.

How To Apply

Use the below link to apply for the above course.