Apprenticeship Standard – Customer Service Practitioners

The BTEC Level 2 Certificate and Diploma for Customer Service Practitioners are for learners who are working in a customer service role. The qualification will help learners to develop and apply the technical and behavioral knowledge and understanding required to become competent and successful in a customer service job role.

The qualification gives learners the opportunity to:

  • develop the technical knowledge and understanding that underpins competence in a customer service job role
  • learn about a range of transferable skills and professional attributes that support successful performance in an customer service job role
  • achieve a nationally recognised Level 2 qualification
  • develop confidence and readiness for the apprenticeship end-point assessment.

With additional training, intermediate apprentices may be able to progress in their careers to Roles including Customer Relationship Manager, Customer Service Executive Officer, Customer Service Delivery Co-ordinator, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles.

The apprenticeship standard is comprised of the following elements:

BTEC Level 2 Diploma for Customer Service Practitioners

Functional Skills in English Level 1 – Level 2 test to be taken prior to end-point assessment

Functional Skills in Mathematics Level 1 – Level 2 test to be taken prior to end-point assessment

Day release may be required for training

20% Additional off the job training                                                                   Must be at least 20% of the time; is paid and outside the normal day-to-day working duties. It can include: * Theory teaching * Practical training (e.g. shadowing, mentoring, industry visits, attendance at competitions) * Learning support * Writing assignments/assessments * Research

End-point assessment

Length of programme minimum 12 months
How to apply – Contact us for an application form on 01482 611896 or email: