2024/25 - Start dates vary, apply now

Study mode

Part Time


Framwellgate Moor Campus


Level 2

Course code


Fee Information

Please note, these prices are for the current academic year and may be subject to change for our courses starting in future years. Many of our students are eligible for financial support when studying at college, please see Fees and funding for more information.


This course is free to apprentices. Small companies may need to make a contribution towards training costs, large companies could pay through the apprenticeship levy, if they have funds available

Course details may be subject to change.

This Level 2 apprenticeship to become a Customer Service Practitioner is designed to prepare you for customer service roles.

As a Customer Service Practitioner, you will need to demonstrate excellent customer service skills and behaviours, as well as strong product and/or service knowledge.

You will understand and abide to customer service standards, strategy and regulatory requirements.

You will experience a range of customer interactions, including face-to-face, telephone, post, email, text and through social media.

Entry Criteria

4 GCSEs at grade 3 or above, including English and maths or Functional Skills Level 1

What are the next steps?

Once you have applied, your application will be sent to our Apprenticeships Team who will be in touch to organise interviews with employers when apprenticeship vacancies become available.

Modules Studied

  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Product and service knowledge
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working

Times of Delivery

Your college day is likely to be a Thursday or Friday.

Any times indicated are based on current courses and may be subject to change in future years. Full timetables will be confirmed at the start of each course.

Teaching and Assessment

You will attend college one day per week where you will produce a portfolio of work based evidence and knowledge assignments.

Throughout your apprenticeship, an assessor will visit you in the workplace to carry out regular progress reviews and observed assessments.

At the end of the programme, you will enter your Gateway where you will showcase your portfolio, take part in a practical observation and a professional discussion.

Where can it take me?