Level 2 customer service practitioner apprenticeship
Build the skills to deliver confident, high-quality customer service
The level 2 customer service practitioner apprenticeship provides the skills, knowledge, and confidence to deliver exceptional customer experiences across a variety of roles and sectors. Apprentices learn to provide effective, efficient, and personalised service through face-to-face, telephone, digital, and written interactions — ensuring every customer feels valued and supported.
Delivered nationally by Skern Skills, this practical, engaging programme blends expert-led training with on-the-job learning to develop adaptable, professional customer service practitioners.
During this apprenticeship learners will:
- Communicate with customers across multiple channels — in person, online, and by phone or email.
- Understand customer needs and adapt style and approach to deliver great service.
- Apply company policies, brand values, and service standards to every interaction.
- Handle queries, requests, and complaints confidently and professionally.
- Support continuous improvement in customer experience and satisfaction.
- Work effectively with colleagues to meet team and business goals.
Core Knowledge Areas
- Identify internal and external customers and their different expectations
- Understand how to manage customer needs and set appropriate expectations
- Recognise the importance of delivering a positive customer experience
- Understand the organisation’s purpose, values, and service standards
- Recognise how brand promise and culture influence customer interactions
- Understand how individual roles contribute to overall service delivery
- Understand the features and benefits of products and services offered
- Keep up to date with changes, promotions, and organisational updates
- Recognise how to match products and services to customer needs
- Understand how to use systems, tools, and resources to support service delivery
- Recognise relevant legislation, regulations, and organisational policies
- Understand processes for handling queries, complaints, and escalations
- Understand the principles of good customer service and customer satisfaction
- Recognise how feedback is used to improve products, services, and processes
- Understand the importance of personal performance and service quality
Key Skills
Communication and customer interaction
- Use effective questioning, listening, and responding techniques
- Communicate clearly and professionally across face-to-face, phone, and digital channels
- Adapt communication style to suit different customers and situations
Delivering customer service
- Provide timely, efficient, and personalised service
- Take ownership of customer queries from first contact to resolution
- Follow organisational procedures to deliver consistent service
Organisation and personal performance
- Manage time and workload to meet service standards and deadlines
- Maintain accuracy, attention to detail, and professionalism
- Take responsibility for own performance and development
Handling challenges and teamwork
- Manage customer complaints and challenging situations calmly
- Work collaboratively with colleagues to resolve issues
- Share feedback and contribute to improving service delivery
Programme Details
The apprenticeship will take a minimum of 12 months.
- GCSE Grade 1 or above in English and Maths (or equivalent).
- Applicants must have a suitable employer.
- Deliver professional, efficient, and confident customer service.
- Demonstrate knowledge, skills, and behaviours aligned with the Customer Service Practitioner Level 2 Standard.
- Optionally complete a Level 2 Customer Service Diploma to complement their apprenticeship.
- Progress to higher-level qualifications such as:
- Level 3 Customer Service Specialist
For Employers
Develop motivated, customer-focused employees who represent your brand values.
Improve service consistency, quality, and customer satisfaction.
Strengthen internal collaboration and problem-solving across teams.
Build a professional, confident, and capable frontline workforce.
Why choose Skern?
At Skern Skills, we are passionate about helping individuals and organisations achieve their full potential through high-quality training and real-world learning. Our approach is built around understanding each employer’s goals and culture, ensuring every programme delivers meaningful impact. By combining expert delivery, flexible learning models, and a highly supportive partnership approach, we help apprentices grow in confidence, capability, and professionalism.
- National delivery – experienced trainers deliver programmes across the UK.
- Tailored learning – every programme reflects your organisation’s goals and values.
- Flexible delivery – combining one-to-one coaching, group sessions, and online learning.
- Experiential learning – apprentices have the opportunity to attend a residential programme at our North Devon centres or partner venues, building confidence, collaboration, and communication.
- Dedicated support – we work closely with employers and apprentices to ensure success at every stage.
Funding
This apprenticeship can be fully funded through your Apprenticeship Levy Account if you are a Levy-paying employer.
If you are a Non-Levy paying employer, the government will fund 95% of the total cost, with the employer contributing the remaining 5%.
However, for apprentices aged 16 to 21, the government will fully fund 100% of the cost, with no employer contribution required.
Additionally, Skern can support you in identifying and applying for Levy Transfer funds, which can cover the full cost for other age groups—making the apprenticeship 100% fully funded for all eligible learners.
Register your interest
