L2 Customer Service Practitioner

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.

Aims of this qualification

To support you to understand how your actions will influence the customer experience and their satisfaction with your organisation. You will learn how to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You will learn how to 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.

Job roles this qualification is suitable for:

You may be the first point of customer contact and work in any sector or organisation type, ie: Customer Service Advisor, Customer Service Team Leader, Customer service sales, telesales support.


  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

On programme learning:

To drive quality and consistency through on-programme learning it may include use of normal performance management processes to monitor the progress of the apprentice, provide feedback and guide development, joint reviews of progress at regular intervals, involving apprentices, line managers and others with a direct relationship, e.g. mentors, workplace coaches, etc. They should agree how any issues are to be resolved together. Apprentices may develop and maintain examples of their work throughout their apprenticeship that cover the full standard. This could be in the form of a portfolio or other tracking method to be reviewed on-programme at intervals agreed by the employer and training provider, for example at 3, 6 and 9 months.

The programme consists of the following:

  • Customer Service Practitioner Standard
  • Level 2 Diploma in Customer Service Practitioner
  • Level 2 Functional Skills in Maths
  • Level 2 Functional Skills in English
  • End Point Assessment

How is it delivered?

You will be allocated a qualified Tutor to support the full completion of your qualification and prepare you for end point assessment. They will visit you on a regular basis in the workplace to conduct assessments which will be planned with you and your manager; assessment will also be conducted through a blended model of E–Learning and face to face delivery. The Tutor will manage your portfolio of evidence using an online electronic system called Onefile and give you regular updates about progress. You can contact your Tutor in between visits to discuss any aspect of your qualification and will be able to access your portfolio 24/7.

End Point Assessment

An End Point Assessment will be carried out by staff from an independent End-point assessment provider approved by the Register of Apprenticeship Organisation.

The End Point Assessment will test the entire Standard, and be undertaken as follows:

  • Apprentice showcase – to reflect and present examples of their development over the whole on-programme period
  • Practical observation (60 minutes)
  • Professional Discussion (60 minutes)

The End Point Assessment requires apprentices to demonstrate they have achieved the standard.

Assessment Gateway

Before the apprentice is adjudged ready to undertake the end-point assessment by their employer and learning provider, they will need to:

  • Achieve Customer Service Practitioner Standard
  • Achieve the Level 2 Diploma in Customer Service Practitioner
  • Achieve Level 2 Maths and English Functional Skills
  • Complete a portfolio Apprentice Showcase

The purpose of the end point assessment is to test (in a synoptic way) the skills, knowledge and behaviours of the apprentice as set out in the apprenticeship standard.

End point assessment provides apprentices with a showcase opportunity to provide oral and documentary evidence of their knowledge, skills and behaviours developed throughout the apprenticeship. Enables the independent assessor to assess the skills and behaviours of the apprentice by observing the apprentice in the course of their normal work. Tests the knowledge acquired by the apprentice throughout the apprenticeship.

How long will it take to complete?

The qualification usually takes around 12 months and it is expected the Apprentice is on programme for this length of time as a minimum.

Progression routes:

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

We at Pier Training would be happy to discuss any aspect of Apprenticeships you may be interested in.
Please don’t hesitate to get in touch, we look forward to hearing from you.