Develop frontline skills to deliver exceptional service and drive customer satisfaction across every interaction.
Course Information
The Level 2 Customer Service Practitioner apprenticeship equips learners with the essential skills, knowledge, and behaviours to handle diverse customer interactions professionally and effectively. Through practical, real-world training, apprentices gain confidence in managing communication across multiple channels, resolving issues, and contributing to a positive customer experience. Suitable for any sector, this programme builds a strong foundation for a successful career in customer service.
Before starting, you’ll complete a skill scan to assess your current knowledge and ensure this apprenticeship is the right fit for you. You must also:
Be aged 16 or over
Not be in full-time education
Live in the UK or EEA, and have been continuously for the past 3 years
Have the right to work in the UK
Have a relevant job role where the learning can be applied
Obtain a Level 1 in English and Maths (or equivalent) — this can be achieved during the apprenticeship
Final entry criteria may vary depending on the employer’s discretion
Course curriculum
Knowledge Areas
Understanding your customers and organisation
Complying with regulations and legislation
Navigating systems and using resources effectively
Clarifying roles and responsibilities
Enhancing the customer experience
Knowledge of products and services
Skills Development
Self-awareness and accountability
Building positive interpersonal relationships
Understanding and responding to customer needs
Representing your organisation effectively
Applying relevant legislation
Using organisational systems efficiently
Delivering a consistent and positive customer experience
Demonstrating product and service expertise
Communicating clearly and confidently
Influencing and persuading appropriately
Managing time and tasks professionally
Core Behaviours
Taking responsibility for personal development
Being receptive to constructive feedback
Collaborating effectively with colleagues
Promoting equality and valuing individual needs
Maintaining appropriate presentation and dress standards
Using professional and respectful languag
Benefits of this Course
Improve customer satisfaction
Skilled practitioners help enhance customer loyalty, retention, and positive brand reputation.
Consistent service quality
Ensure your team follows best practices and company standards, reducing errors and complaints.
Build a customer-centric culture
Trained staff contribute to a positive service environment that supports business growth.
Cost-effective training
Apprenticeship funding helps develop motivated, skilled employees at reduced training costs.
Why GLP Training
GLP Training empowers individuals and businesses to grow through tailored, industry-focused learning.
GLP Training supports employers in upskilling their workforce, closing skills gaps, and building future-ready teams through flexible, results-driven programmes. At the same time, GLP Training equips individuals with the skills, confidence, and credentials they need to launch or advance their careers through expert-led, hands-on training.
Trusted by employers nationwide
Innovative digital tools and flexible delivery
Real employer partnerships for real career outcomes
The training follows a blended learning model, delivered primarily on-the-job during working hours. A structured learning and assessment plan ensures progress is regularly evaluated throughout the course.
This includes
Monthly 1-to-1 meetings (approx. 2 hours) with a GLP Trainer, either face-to-face or virtually
Online learning modules and group sessions
Building an electronic portfolio of work-based evidence
Maths and English Functional Skills (if necessary). Please click here to learn more.
Around 6 hours per week dedicated to apprenticeship activities
Final assessment by an external examiner, comprising a resourcing project assignment and a professional discussion to complete the qualification
Assessment
To achieve the qualification, apprentices are assessed throughout their training, culminating in a final assessment, which results in a Pass, Distinction, or Fail.
The assessment phase begins only when the employer confirms that the apprentice is consistently performing at or above the level outlined in the occupational standard.
The Apprenticeship Assessment, typically completed over a three-month period and conducted by Highfield Qualifications, consists of three key components:
Apprentice Showcase The apprentice presents evidence of development throughout the programme in a chosen format — such as a presentation, written report, journal, or storyboard. This showcase demonstrates their understanding and practical application of the knowledge, skills, and behaviours acquired.
Practical Observation An assessor observes the apprentice in their usual work environment, assessing their response to a variety of customer service scenarios. These may include managing general enquiries, addressing complaints, or providing additional information.
Professional Discussion A structured conversation between the apprentice and assessor, focusing on the apprentice’s experiences, responses to real-world situations, and understanding of their role. This discussion also allows for clarification of any areas not covered during the observation or showcase.
The apprentice’s final grade is determined by their combined performance across all assessment elements.
Whether you’re an employer seeking to upskill your team or an individual candidate, simply click ‘Enquire Now’ and complete the short form. A member of the GLP Training team will be in touch shortly to provide you with more information and guide you through the next steps.
The Level 2 Customer Service Practitioner apprenticeship equips learners with the essential skills, knowledge, and behaviours to handle diverse customer interactions professionally and effectively. Through practical, real-world training, apprentices gain confidence in managing communication across multiple channels, resolving issues, and contributing to a positive customer experience. Suitable for any sector, this programme builds a strong foundation for a successful career in customer service.
Before starting, you’ll complete a skill scan to assess your current knowledge and ensure this apprenticeship is the right fit for you. You must also:
Be aged 16 or over
Not be in full-time education
Live in the UK or EEA, and have been continuously for the past 3 years
Have the right to work in the UK
Have a relevant job role where the learning can be applied
Obtain a Level 1 in English and Maths (or equivalent) — this can be achieved during the apprenticeship
Final entry criteria may vary depending on the employer’s discretion
Course curriculum
Knowledge Areas
Understanding your customers and organisation
Complying with regulations and legislation
Navigating systems and using resources effectively
Clarifying roles and responsibilities
Enhancing the customer experience
Knowledge of products and services
Skills Development
Self-awareness and accountability
Building positive interpersonal relationships
Understanding and responding to customer needs
Representing your organisation effectively
Applying relevant legislation
Using organisational systems efficiently
Delivering a consistent and positive customer experience
Demonstrating product and service expertise
Communicating clearly and confidently
Influencing and persuading appropriately
Managing time and tasks professionally
Core Behaviours
Taking responsibility for personal development
Being receptive to constructive feedback
Collaborating effectively with colleagues
Promoting equality and valuing individual needs
Maintaining appropriate presentation and dress standards
Using professional and respectful languag
Understanding your customers and organisation
Complying with regulations and legislation
Navigating systems and using resources effectively
Clarifying roles and responsibilities
Enhancing the customer experience
Knowledge of products and services
Self-awareness and accountability
Building positive interpersonal relationships
Understanding and responding to customer needs
Representing your organisation effectively
Applying relevant legislation
Using organisational systems efficiently
Delivering a consistent and positive customer experience
Demonstrating product and service expertise
Communicating clearly and confidently
Influencing and persuading appropriately
Managing time and tasks professionally
Taking responsibility for personal development
Being receptive to constructive feedback
Collaborating effectively with colleagues
Promoting equality and valuing individual needs
Maintaining appropriate presentation and dress standards
Using professional and respectful languag
Benefits of this Course
Improve customer satisfaction
Skilled practitioners help enhance customer loyalty, retention, and positive brand reputation.
Consistent service quality
Ensure your team follows best practices and company standards, reducing errors and complaints.
Build a customer-centric culture
Trained staff contribute to a positive service environment that supports business growth.
Cost-effective training
Apprenticeship funding helps develop motivated, skilled employees at reduced training costs.
Skilled practitioners help enhance customer loyalty, retention, and positive brand reputation.
Ensure your team follows best practices and company standards, reducing errors and complaints.
Trained staff contribute to a positive service environment that supports business growth.
Apprenticeship funding helps develop motivated, skilled employees at reduced training costs.
Why GLP Training
GLP Training empowers individuals and businesses to grow through tailored, industry-focused learning.
GLP Training supports employers in upskilling their workforce, closing skills gaps, and building future-ready teams through flexible, results-driven programmes. At the same time, GLP Training equips individuals with the skills, confidence, and credentials they need to launch or advance their careers through expert-led, hands-on training.
Trusted by employers nationwide
Innovative digital tools and flexible delivery
Real employer partnerships for real career outcomes
The training follows a blended learning model, delivered primarily on-the-job during working hours. A structured learning and assessment plan ensures progress is regularly evaluated throughout the course.
This includes
Monthly 1-to-1 meetings (approx. 2 hours) with a GLP Trainer, either face-to-face or virtually
Online learning modules and group sessions
Building an electronic portfolio of work-based evidence
Maths and English Functional Skills (if necessary). Please click here to learn more.
Around 6 hours per week dedicated to apprenticeship activities
Final assessment by an external examiner, comprising a resourcing project assignment and a professional discussion to complete the qualification
Assessment
To achieve the qualification, apprentices are assessed throughout their training, culminating in a final assessment, which results in a Pass, Distinction, or Fail.
The assessment phase begins only when the employer confirms that the apprentice is consistently performing at or above the level outlined in the occupational standard.
The Apprenticeship Assessment, typically completed over a three-month period and conducted by Highfield Qualifications, consists of three key components:
Apprentice Showcase The apprentice presents evidence of development throughout the programme in a chosen format — such as a presentation, written report, journal, or storyboard. This showcase demonstrates their understanding and practical application of the knowledge, skills, and behaviours acquired.
Practical Observation An assessor observes the apprentice in their usual work environment, assessing their response to a variety of customer service scenarios. These may include managing general enquiries, addressing complaints, or providing additional information.
Professional Discussion A structured conversation between the apprentice and assessor, focusing on the apprentice’s experiences, responses to real-world situations, and understanding of their role. This discussion also allows for clarification of any areas not covered during the observation or showcase.
The apprentice’s final grade is determined by their combined performance across all assessment elements.
Whether you’re an employer seeking to upskill your team or an individual candidate, simply click ‘Enquire Now’ and complete the short form. A member of the GLP Training team will be in touch shortly to provide you with more information and guide you through the next steps.
The training follows a blended learning model, delivered primarily on-the-job during working hours. A structured learning and assessment plan ensures progress is regularly evaluated throughout the course.
Monthly 1-to-1 meetings (approx. 2 hours) with a GLP Trainer, either face-to-face or virtually
Online learning modules and group sessions
Building an electronic portfolio of work-based evidence
Maths and English Functional Skills (if necessary). Please click here to learn more.
Around 6 hours per week dedicated to apprenticeship activities
Final assessment by an external examiner, comprising a resourcing project assignment and a professional discussion to complete the qualification
To achieve the qualification, apprentices are assessed throughout their training, culminating in a final assessment, which results in a Pass, Distinction, or Fail.
The assessment phase begins only when the employer confirms that the apprentice is consistently performing at or above the level outlined in the occupational standard.
The Apprenticeship Assessment, typically completed over a three-month period and conducted by Highfield Qualifications, consists of three key components:
Apprentice Showcase The apprentice presents evidence of development throughout the programme in a chosen format — such as a presentation, written report, journal, or storyboard. This showcase demonstrates their understanding and practical application of the knowledge, skills, and behaviours acquired.
Practical Observation An assessor observes the apprentice in their usual work environment, assessing their response to a variety of customer service scenarios. These may include managing general enquiries, addressing complaints, or providing additional information.
Professional Discussion A structured conversation between the apprentice and assessor, focusing on the apprentice’s experiences, responses to real-world situations, and understanding of their role. This discussion also allows for clarification of any areas not covered during the observation or showcase.
The apprentice’s final grade is determined by their combined performance across all assessment elements.
Whether you’re an employer seeking to upskill your team or an individual candidate, simply click ‘Enquire Now’ and complete the short form. A member of the GLP Training team will be in touch shortly to provide you with more information and guide you through the next steps.
