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Customer Service Practitioner Level 2


Customer service consists of a collective set of policies that govern every way you and your employees interact with your customers. It encompasses everything from how much car parking you have available to how you greet customers, handle service complaints, and back up your product or services. At its core, quality customer service is about making sure your customers feel they are valued, treated fairly, and appreciated by your business.

The qualification is appropriate for anyone providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Course content

 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, problem solving, 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 be trained in 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.

You will undertake Maths and English at Level 1/2 unless an appropriate exemption can be provided.

To read more about the requirements of the standard please click here

You will undergo regular evaluation sessions with trainers and managers. This will enable you to practice key end assessment tasks, including Q&A sessions, practical observations, and professional discussions. Prepare for a final end point assessment, apprentices will be asked to complete a number of activities in-between visits to build confidence and competence in the knowledge, skills and behaviour areas.

Learners will undertake Maths and English functional skills Level 1/2 unless proof of prior attainment can be provided.  Candidates will have full access to assessor support via telephone, email, Skype and web links.  Our Offices are open Monday to Friday 9:00am to 17:00pm if you need to speak to someone about your course.

End point assessment

You will access End Point Assessment following a gateway discussion with your employer and Trainer where entry requirements are discussed, checked and recorded including functional skills at the required level. 

Assessment Method



To achieve a pass

To achieve a Distinction

Apprentice Showcase


After a minimum of 12 months on-programme learning


You must meet all of the pass criteria AND 70% of the distinction criteria

Practical Observation


Minimum of 1 hour


You must meet all of the pass criteria AND 80% of the distinction criteria

Professional Discussion


1 hour


You must meet all of the pass criteria AND 75% of the


You will be awarded a Nationally Recognised Qualification accredited by ICQ.  Learners who achieve the Level 2 Customer Services practitioner naturally move onto the Level 3 Customer Services Diploma or the Level 3 Management Qualification.

52 - 78 weeks

You will be provided with a login to the SCT website lending access to the course resources. 

You will undergo regular evaluation sessions with trainers and managers. And participate in a variety of activities including Q&A sessions, practical observations, and professional discussions, you will also be asked to complete a number of activities in-between visits to build confidence and competence in the knowledge, skills and behaviour areas in preparation for your End Point Assessment.

Do I need to be employed to do this course?

Yes, you do need to be employed in an appropriate job role and workplace to receive funding for this course. If you are not currently employed in a relevant job role or workplace to your desired qualification please check out our Commercial or Short Courses.

When am I going to see my assessor?

Once you have been fully enrolled you will hear from your assessor within 7 working days.  Your assessor will arrange to meet with you at your workplace.  It might also be a good idea to invite your employer to attend this meeting so that they are also aware of the expectations of your assessor.  Your assessor will let you have their contact details as they will be able to provide remote support in- between meetings.

How long does it take to get my certificates?

Once you have successfully passed your End Point Assessment you can expect to receive your certificates in 3-4 weeks.

Can I complete my course quicker than 12 months?

Funded Apprentices must undertake a minimum of 365 days in training before you can undertake end point assessment.  If you have a requirement to undertake the course in a shorter timeframe please consider our commercial opportunities where duration can be learner led.

Can I complete more than one course at once?

You can only complete one funded course at a time.  It is not recommended to undertake more than one course at once but should this need arise please speak to a member of the team who can advise you further.

What happens if I change my job or my employer?

Don’t worry!  If you change your employer we can follow you to your new employer (with their approval of course).  If you change job role let us know also as we may be able to deliver something more appropriate to your new role.  It’s important you keep in touch and we can facilitate.

This cost listed on his course reflects the 5% contribution that an employer would pay on behalf of the  employee. The course can also be taken commercially. Please hit the contact us button to find out more about this.