Customer Service Practitioner Level 2

This Apprenticeship provides the breadth and depth of skills and knowledge needed for employment in Customer Service.


Total cost per candidate
(Levy Employer)


Employer 5% contribution once Levy exhausted or Non Levy Employer


End Point Assessment Cost
(Paid by Kiwi)


Who is this course suitable for?

One of the most popular Apprenticeships in the UK, the customer service industry covers many sectors and job roles that are relevant to Intermediate Apprentices.

There are a wide variety of other job roles that are complemented by customer service skills at this level and that could benefit those choosing to undertake the Customer Service Intermediate Apprenticeship.

Those Apprentices completing their Intermediate Apprenticeship can go on to further training and education such as the Advanced Apprenticeship in Customer Service or other Advanced Apprenticeships where customer service plays an important part eg Business Administration.

What is required to join this course?

This qualification is designed for learners aged 16 or above. This qualification is a competency based qualification and chosen units need to be linked to their job role. There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification. Learners should also have literacy and numeracy skills.

This qualification aims to:

  • Provide learners with the skills and knowledge required to successfully work in customer services
  • Develop learners’ skills in communication, resolving queries and meeting customers’ needs
  • Build learners’ knowledge of the principles of customer service.

The objectives of this qualification are to help learners to:

  • Develop customer service skills that can be relied upon by employers in a range of industries
  • Provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective customer service.

How will this course be taught?

This is a work based qualification. Learners will be visited in their workplace by an Assessor, who will assess them using observation, discussion, product evidence, assignments and witness statements. Assessors will require access to carry out observation of the learner in the workplace demonstrating their skills, attributes and competencies. This will be necessary and will be used to assess your competence in your job.

What are the career/progression opportunities?

Level 3 Diploma in Customer Service or Business Administration


KNOWLEDGE (through formal learning and applied according to business environment

  • - Knowing your customers
  • - Understanding the organisation
  • - Meeting regulations and legislation
  • - Systems and Resources
  • - Your role and responsibility
  • - Customer Experience
  • - Product and service knowledge

SKILLS (acquired and demonstrated through continuous professional development)

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

BEHAVIOURS (developed and exhibited in the workplace)

  • - Developing Self
  • - Being open to feedback
  • - Team Working
  • - Equality
  • - Presentation
  • - "Right first time"



Diploma in Customer Service

Qualification Level

Level 2

Awarding organisation

Pearson Education Ltd (Formerly EDI)



Additional pricing information

Full funding is available for 16-18 year-olds. Funding may also be available for those 19+, however this based on prior attainment and on an individual basis. Please contact us for the latest Apprenticeship funding opportunities.

Instruction language


Qualification Duration

Minimum of 12 months

Applications accepted throughout the year.



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