Customer Service Practitioner (L2) Apprenticeship Standard

All businesses, whether office-based, retail-based or customer-facing in any sector, rely on effective customer service to create positive experiences and build lasting relationships. The Customer Service Practitioner Apprenticeship equips employees at all levels with the essential knowledge, skills, and behaviours needed to deliver high-quality customer service. This apprenticeship helps learners understand what excellent customer service looks like, why it matters, and how to apply it in real working situations.

The Standard covers the key principles of customer service, including communication, understanding customer needs, problem-solving, and presenting a professional image. Learners also develop practical skills such as handling enquiries confidently, using company systems, working as part of a team, and managing challenging situations calmly and effectively. Alongside this, the apprenticeship focuses on positive behaviours such as taking responsibility, showing initiative, and acting as an ambassador for their organisation.

This apprenticeship is suitable for a wide range of job roles, including sales assistants, receptionists, call centre operators, customer service assistants, and administration support assistants — or any role where employees interact with customers and contribute to the customer experience.

Progression to NCFE Level 3 Customer Service Specialist, or further learning.

The entry requirements for this qualification; learners must be employed in a suitable customer service role and hold GCSE Grade 3 or above in English and Mathematics, unless they are aged 19 or over.

This programme is fully delivered in the workplace and focuses on developing the knowledge, skills and behaviours needed to succeed in a customer service role.  Assessment takes place throughout the programme using a variety of methods, including observations, professional discussions, questioning, witness testimony and workplace evidence.  At the end of the programme, learners will go through Gateway and complete the three components of End Point Assessment.

1. An Apprentice Showcase and Interview
Portfolio-based interview around the evidence requirements that demonstrate achievement of the portfolio-based knowledge, skills and behaviours.

2. A Practical Observation
A one-to-one observation of the learner completing normal work, within their usual working environment.

3. A Professional Discussion
A structured discussion providing the learner the opportunity to demonstrate their knowledge, skills and behaviours.

To study an apprenticeship, you must secure or already be in a suitable apprenticeship job role with an employer.

Need to find an Apprenticeship Job?
You can do this through undertaking a job search and applying and interviewing for available roles. In order for us to help you secure your Apprenticeship, let us know you are actively looking for an Apprenticeship by clicking the Register Interest at the top of the page.

Students who currently attend a Cambridge Area Partnership school should register their interest through the CAP application system, MyChoice@16.

Securing an Apprenticeship position can be challenging, therefore we advise all aspiring Apprentices who are leaving school, to apply for a full-time course in the same subject. Having a Plan B ensures you can continue with your education in September and build the practical knowledge and confidence you need to progress onto an Apprenticeship when one becomes available. To find out more about how the Apprenticeship application process works, please visit www.camre.ac.uk/apprenticeships/how-to-secure-an-apprenticeship/ Already have a job and an employer? Register your interest in the programme by clicking the link above and we will work with you and your employer to start the apprenticeship enrolment process.