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Customer Service Practitioner: Level 2 Apprenticeship

Course information

Course Summary

Apprenticeships are a popular choice for people aged 16 or above, looking for on the job training and the opportunity to gain nationally-recognised qualifications whilst earning a wage. Most of your training will be directly linked to the career you have chosen, gaining practical experience in the workplace.

Course Code:N8801
Study Type:Part Time
Academic Level:Level 2
Award:Intermediate Apprenticeship in Customer Service
Awarded by:NCFE
Course Length

15 - 18 months. Hours of attendance and start date will be confirmed at interview or enrolment

Course Detail

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.


The apprenticeship covers the following areas:

  • Skills: interpersonal skills, communication, influencing skills, personal organisation and dealing with customer conflict and challenge.
  • Knowledge: knowing your customers, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience and product and service knowledge.
  • Behaviours: developing self, team working, equality - treating all customers as individuals, presentation - dress code and professional language and “Right first time”.


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

Course Fees

A 5% employer contribution fee may be applicable depending on the age of the apprentice and the size of your organisation.

Entry Requirements

You will need to have achieved GCSEs at grade 9 - 3 (or comparable qualification) in English and maths. Please note, you will also be required to undertake an initial assessment prior to enrolment in order to assess your current level of English and maths. Your interviewer will discuss with you what minimum level you will need to achieve at initial assessment. Please note if your English and maths prior qualifications are comparable to a GCSE grade 3 you will be required to attempt functional skills at level 2.


Whilst your technical skills and knowledge will develop over the course of your Apprenticeship you will also need to demonstrate to potential employers that you possess the relevant skills and personal qualities and are willing to work and learn.

To begin this course you must be eligible to work within England or the European Economic Area (EEC) and be employed for a minimum of 30 hours in a relevant job role and be able to attend college on a part-time basis. Your employer must commit to supporting you throughout your apprenticeship and provide on-the-job learning as well as your college based off-the-job learning.


If you do not have an employer to support your apprenticeship the college will support you to find an employer through our dedicated employer support team.

Please note that all apprenticeships are subject to availability of space.

Your Next Steps

Progression from this apprenticeship is expected to be onto a hospitality supervisory or team leading role.

Other Information

Whilst your technical skills and knowledge will develop over the course of your Apprenticeship, you will also need to demonstrate to potential employers that you possess the relevant skills and personal qualities and are willing to work and learn.

Employers will look for:

  • Good Communication skills
  • Reliable, flexible and good timekeeping
  • Ability to work in a team as well as on your own initiative
  • Enthusiastic and willing to learn


Disclaimer:

This Nescot College website describes the facilities and courses which the College intends to offer during the academic year commencing Autumn 2020. The web pages are prepared in advance of the academic year to which they relate and every effort has been made to ensure that the information contained in these pages is helpful, fair and accurate at the time of printing. However, this information is subject to change over time.

Nescot will take reasonable steps to provide the courses and services as described, however, the College cannot guarantee the provision of any course or facility. Some circumstances, such as staff changes, resource limitations and other factors over which the College has no control, such as industrial action or a change in the law or the level of demand for a particular programme or module (please note that this list is non-exhaustive), may result in the College having to withdraw or change aspects of the programmes, modules and/or student services detailed on the website. This could include, but not necessarily be limited to, programme/module content, staffing, the location where the programme/module is taught or the manner of teaching delivery, and the facilities provided to deliver or support the programme. Where circumstances demand an unavoidable change or where it is necessary for the College to discontinue a programme of study, Nescot will take all reasonable steps to minimise the effect and all proposed changes will be notified to potential applicants who have registered an interest in the relevant programme at the earliest possible opportunity as well as being reflected on the College’s website. In addition, any changes between the website and the proposed course and services will be notified to applicants at the time of making an offer.

All prices quoted may be subject to change and you will be notified of any such change when any offer of a place is made to you by Nescot.

Should you become a student of the College, this notice shall be a term of any contract between you and Nescot. Any offer of a place at the College shall be subject to the student enrolment conditions and the College’s rules and regulations as amended from time to time. A copy of the Nescot’s current terms and conditions can be obtained in writing from Nescot, Quality Office, Reigate Road, Ewell, Epsom, Surrey, KT17 3DS.

Last updated: 2605/2020