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Apprenticeships at L&F

Customer Service Apprenticeship Level 2


Course Summary

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 may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.


Desired Skills

  • Consistently communicate and work with others

  • Take ownership from the first contact and take responsibility for fulfilling your promise

  • Share personal learning and case studies with others

  • Act on and seek feedback from others to develop

  • Demonstrate patience and calmness


Customer Service Practitioner Level 2

Functional Skills English and Maths (if required)

Course Duration

12 Months 


National Apprenticeship Wage of £4.30


Having successfully completed this qualification, learners will have the opportunity to progress to the following:

  • Business Administrator Apprenticeship Level 3 

  • Junior Content Producer Level 3

  • Full time position for the right candidate

View Full Job Description On Institute For Apprenticeships

View Assessment Plan

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