Customer Service Practitioner Level 2

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What is this course about?

All courses we provide works towards a nationally agreed standard, which has been developed by employers and educators in partnership. This means that we are creating a set of core principles for business that all administrators will meet.  The sharing of knowledge, the application of skills and the evidence of behaviour are the three elements every course we deliver will look to achieve.

This course has been designed to provide access to development opportunities for as wide a range of individuals as possible. This includes people who provide a high-quality service to customers which will be delivered from the workplace, digitally, remotely or face to face.  Your role could be in any sector or organisation type and you will typically have regular contact with customers.

A fundamental part of a training programme is that 20% of your contracted working hours will be spent on learning and developing the required Knowledge, Skills and Behaviours associated with this area. This development time may include learning shadowing to enhance skills and knowledge, spending time embedding your knowledge in your role, practical workplace training, attending taught sessions and working on assigned tasks.

What Will I Learn? (Knowledge and Skills)

There are several modules as part of the course and these include (but are not limited to):

  • Knowing your Customers

Understanding potential customers and effective communication. Understanding customers and meeting their needs.

  • Understanding the organisation

Products and services, identifying improvement

  • Meeting regulations and legislation

Legal and ethical requirements, governance and compliance, conduct and codes of practice

  • Systems and resources

Following the charter to meets the needs of the customer, limits of authority and the role of feedback in developing products and services

  • Your role and responsibility

Developing relationships with colleagues and customers – your impact on this environment

  • Customer experience

Building trust with customers, dealing with customer conflict and challenge

  • Product and service knowledge

Relating to the wider sector and specific to own organisation.

What will I develop ? (Behaviours)

Every course has core behaviours that we’d expect to see displayed by team leaders and supervisors at this level.  You’ll work through the knowledge qualification and apply this to show skills development.  Behaviours are usually observed within the workplace through peers, colleagues and your coach. Core behaviours for a Customer Service Practitioner are people who are proactive and keen to develop themselves, are open to feedback and can work as part of a team. They should be professional in all aspects and treat customers as individuals whilst working towards a “right first time” approach.

Functional Skills in Maths and English

If you don’t already have a grade C or above in GCSE then you’ll need to complete Functional Skills at Level 1.

At Xtp we are committed to developing these skills throughout your time with us. You will receive an initial assessment and, if you have not already achieved A*- C GCSE in these subjects, you will be supported in working towards this during your time with us. You’ll also be able to work towards level 2 whilst you are with us.

What do I need to do?

There are several parts to the course, which include:

  • Successfully pass your functional skills (if applicable)
  • Complete multiple-choice questions tests to evidence your knowledge on an ongoing basis during the training.
  • Build and create an online portfolio of evidence from your workplace (known as your “showcase”)
  • Take part in a live, practical observation to show what has been learned and how you have applied it.
  • Participate in a professional discussion to establish understanding of the knowledge, skills and behaviours. This discussion aims to draw out the best of the learner’s energy, enthusiasm, competence and excellence.
End Point Assessment

The Level 2 Customer Service Practitioner is assessed at the end of the programme by an Independent Assessor.   This will be in conjunction with the employer and training provider.  Final sign off will be given by the End Point Assessment Organisation.

How long is the course and where will it be taught?
The length will vary according to the workplace and individual, although there is an expectation that it will be completed within 12 months. A Vocational Coach will visit you in your workplace to coach, develop and track your progress on a regular basis. 



How Much Will It Cost?

TBC (Please contact us if you require this information ASAP).

Entry Requirements
Usually set by individual employers. You’ll need to have English & Maths GCSE at grade C or above or complete this during your apprenticeship. You must be employed in a role relevant to this programme to be eligible to apply.
What Will I Achieve?

You will achieve a Level 2 Degree in Customer Service Practitioner. This includes a Level 2 Customer Service Practitioner Diploma.

Where Can I Go Next?

The Level 2 Customer Service Practitioner course can lead to a number of qualifications, including the further Customer Service courses at Levels 3 and 4.

How do I Apply?
Contact us here or call our Business Support Team at Xtp on 0843 509 4020. We will be happy to discuss your requirements and offer you further information, advice and guidance.

* Subject to eligibility. In addition to the eligibility criteria funding is also dependent on you being in permanent  employment and your employer agreeing to give you the time to complete your qualification during your normal hours of work.