Customer Service Practitioner Apprenticeship Standards (Level 2)

Opps offer Customer Service Practitioner apprenticeships adhering to the new standards. The standards cover a wide range of areas ensuring that your apprentice has the competencies and knowledge needed to deliver exceptional customer service within your business.


The Diploma
The Diploma is made up of a series of Units (parts of a job). Each area covered within the qualification gives the apprentice the opportunity to prove that they are capable of demonstrating competence to do a job against specified Performance Criteria and scope and provides the underpinning knowledge to support each unit. The Trainer will match the apprenticeship standards to the Diploma which will help them plan with the apprentice and the employer, as the programme progresses.

Functional Skills
Functional skills are the skills which are used in all jobs and sectors. They are important to everyone in working life. They assist people to communicate effectively, both verbally and in writing and to use numbers effectively. Employers recognise that these skills are valuable and when the apprentice has completed your functional skill qualification, in conjunction with Diploma and the apprenticeship standards, the apprentice will be more valuable to the organisation they are working for.

In some cases, apprentices may be exempt from Functional Skills. Your trainer will be able to advise.

Collecting the Evidence for the Diploma
The apprentice will be able to use evidence or activity to demonstrate competence for the Award/Certificate/Diploma which will show that they understand the qualifications. It takes some time to get used to thinking about a piece of evidence working for the competence standards. The trainer will help decide where evidence ‘fits’.

The first place to start gathering evidence is by taking a good look at the tasks undertaken every day. This type of evidence could be:

  • Records of being observed doing a task at work
  • Examples of services that are offered through the organisation
  • Work documents that have been completed by the apprentice
  • Records of telephone calls that have made or taken by the apprentice
  • Photographs taken of them doing their job (with permission from service user and employer)

The apprentice might also be able to use other evidence such as:

  • Question and answer sessions with the trainer
  • Witness testimonies, for example a statement from the line manager saying that they are consistently competent at doing a particular job

The Standards
Apprentices need to demonstrate that they have gained the following Professional Knowledge –

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

Apprentices need to evidence that they have developed the following Professional Skills –

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Apprentices must demonstrate that they are adhering to the following behaviours –

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
    ‘Right first time’

Training is delivered depending on the individual needs of the organisation and the apprentice.
The apprentice will usually meet with their tutor for a minimum of two hours, every 2-4 weeks. Training methods involve learning in a workshop environment with other Apprentices, one to one sessions with the tutor and blended learning where the apprentice completes learning through project based workbooks, reflective statements and similar.

For information on our methods of delivery or any other aspect of the course please contact us.