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UCQ University Centre Quayside

Customer Service Practitioner (Level 2)

The Apprenticeship is delivered as a work-based route towards developing professionally competent Customer Service practitioners including: customer assistants, customer relations advisors, customer service advisors, and customer service representatives.

The Apprenticeship includes:

  • Learning within the workplace
  • Development of new Knowledge, Skills and Behaviours (KSBs)

Apprentices completing this programme will receive:

  • Level 2 Principles of Customer Service
  • Customer Service Practitioner Apprenticeship
  • Level 1 Functional Skills Maths/English (as required)

Apprentices will undertake a programme of study in a suitable customer service environment setting before progressing through the Gateway to End Point Assessment (EPA).

You will develop new knowledge, skills and behaviours in:

  • Understanding the job, main tasks and responsibilities
  • The importance of listening and responding to build rapport, determine customer needs and expectations and achieve positive engagement and delivery
  • The importance of communication including appropriate verbal and non-verbal communication skills
  • Use of appropriate communication skills, along with reinforcement techniques, during non-facing customer relations
  • Effective organisational skills to prioritise and meet deadlines
  • Effective and appropriate signposting or resolution to meet customer need

The apprenticeship is delivered and assessed using a range of methods and activities using a hybrid model which can include live online sessions, assignments, projects, case studies, reports, work-product evidence, self-directed study, and interactive groupwork activities, in addition to observations within the workplace.

The apprenticeship at a glance

Duration: 12 months then end point assessment (based on employment of at least 30 hours per week).

Starts: Throughout the year.

Suitable for: Current and new employees

Costs: Payable by the employer through the apprenticeship levy or co-funded (5%).  There are no further costs required for resources, teaching, assessing.  You will need access to ICT to undertake your studies.

Entry requirements: Working in an appropriate role, 16+.

“Off the job” element: All delivery sessions and workshops plus activities including, assignments, case studies, reflection, work-product evidence, tutorials, and group activities.

Support for students: Dedicated assessor for the duration of the programme.

Support for employers: UCQ account manager for the duration of programme with practical experience of business management and leadership

Eligibility: Individuals holding existing qualifications may join, providing they are not sector-related.

Assessment: There are no exams, successful completion of the apprenticeship is entirely based upon the following assessments:

  • Knowledge – assignments; work-sheets
  • Skills and Behaviours – Self-reflection, peer and line manager reviews, witness testimonies, assessor observations within the workplace, work-product evidence
  • End-point assessment

If you have any questions you can contact UCQ by emailing: apprentices@ucq.ac.uk

Course Information

  Title: Customer Service Practitioner Apprenticeship – Level 2

  Duration: 12 months (15 months including End Point Assessment (EPA))

  Customer Service Practitioner Apprenticeship

  Accreditation: NCFE Level 2 Principles of Customer Service; Customer Service Practitioner Apprenticeship 

  There are no opening or closing dates for applications as courses start throughout the year.  

  Location: Work-based learning (within the workplace).

  Study format: Assessor sessions; supported self-directed study; tutorials; observations within the workplace; collation of work-product evidence and EPA preparation.


Ifate: Apprenticeship Standard

Assessment Plan: Customer Service Practitioner

Occupational Map: Sales, Marketing, Procurement – Customer Service Sector