Customer Service Practitioner Apprenticeship Level 2

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This programme allows students to develop their skills as a customer service practitioner. The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation.

Course Information

With this apprenticeship, your core responsibility will be to provide a high-quality service to customers within the workplace, digitally or by going out into the customer’s premises. Typical customer service tasks include dealing with orders and payments, offering guidance and support, meeting and greeting customers, driving sales, fixing problems and gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.


Benefits / Skills

  • Developing interpersonal and influencing skills
  • Communicating effectively
  • Understanding personal organisation
  • Dealing with customer conflict and challenges
  • Working as part of a team
  • Utilising systems and resources
  • Entry Requirements

    The employer will agree entry requirements for these apprenticeships and these will depend on the role that they are advertising.

    Please check that you meet all essential criteria before applying for a position, you can find the details of these on the full vacancy description (links below). If you are unsure about this please contact the Apprenticeship Recruitment Team on 0113 284 6464.

    Career Progression

    Customer Service Advisor

    As a customer service advisor you will assist customers with enquiries on accounts and orders. In addition, you will take ownership of customer issues, call new customers to welcome them to the service and use Customer Relationship Management (CRM) systems to manage data.

    Customer Service Apprentice

    As a customer service apprentice you will host guests and network at events. In addition, you will liaise with clients via email and telephone, assist the business development team with admin and be the first point of contact for the company.

    Progression opportunities

    Below are some Leeds City College apprenticeships you could potentially progress on to once you have completed this programme:

  • Customer Service Specialist Apprenticeship Level 3
  • Business Administrator Apprenticeship Level 3
  • Team Leader/Supervisor Apprenticeship Level 3
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    Course Details

    Study Type

    Full time

    Course Code


    Course Facts


    89% of businesses compete through the level of customer service that they deliver.

    Extra Curriculum

    Three quarters (75%) of apprentices who had never worked before starting remained in paid work after completing their apprenticeship.

    Labour Market

    More than half of all people who have a single negative experience with a company will never buy from that business again.

    Course FAQs

    Can I put existing members of staff on to an apprenticeship?

    Yes, we will need to meet with you to discuss what the employee already does on a daily basis and to make sure that the apprenticeship will teach them new knowledge and skills. From here, we will then be able to allocate the most appropriate apprenticeship to their job role. If you are unsure about this, please contact the team on 0113 284 6464.

    How often do apprentices have to attend college?

    This completely depends on the programme. Some of our offerings include a day release, others offer a block release and some are delivered entirely in the workplace. Regardless of delivery method, all apprentices must have 20% of their contracted hours dedicated towards apprenticeship work. You can be creative with this and your business engagement advisor will help you lay out a training plan to match this but this is the minimum requirement for all apprenticeships.

    School of Business
    Leeds City College
    Did You Know?
    Did you know we have 541,720,573 resources at Leeds City College?

    Did you know we have 541,720,573 resources at Leeds City College?

    The resources include books, journals, e-books, videos, encyclopedias and more. These resources are the combined total number of resources at Joseph Priestley Centre, Beeston, Rothwell Centre, The Annexe, Printworks Campus and Park Lane Campus. We also have 12,277 e-books across Leeds City College libraries and more than 500,000 videos!

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