Customer Service Practitioner – Level 2 | FW Solutions


Customer Service Practitioner – Level 2

Who is this course for?

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. As a customer service practitioner, your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally or through going out into customers own locality. Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product/service knowledge when delivering to your customers.

Entry requirements

There are no formal entry requirements for this qualification. However, applicants are expected to have a good understanding of math’s and a clear command of English and to have achieved level 1 and work towards formal Key Skills qualifications at level 2.

How you'll be assessed

End Point Assessment:

Apprentices without English and Maths at Level 2 must achieve these prior to taking the End Point Assessment.

The employer must formally sign-off that the apprentice has met the minimum requirements in regards to knowledge, skills and behaviours within the standard and confirm they are ready to move on to the end-point assessment. This will happen during a meeting involving the apprentice, and their line manager. The employer may wish to take guidance from their apprentice’s training provider(s).

Assessment methods:

Portfolio of Evidence: On-going development of an E-portfolio of evidence linked to all areas of the apprenticeship standards. This is supported by an allocated teaching and Learning Coordinator who will support the development of each individual apprentices.

Apprentices Showcase: After 12 months on-programme learning. The Apprentice Showcase enables apprentices to reflect and present examples of their development over the whole on-programme period. With guidance from the employer and/or training provider the apprentice will select appropriate evidence from the on programme portfolio to demonstrate the minimum requirements of the standard at the final stage of the programme as an ‘Apprentice Showcase’. This will attest to professional competence at the level.

Practical Observation of performance in the workplace: Minimum of 1 hour

Professional Discussion: A minimum of 1 hour to openly discuss the development of each apprentice. This is linked to the portfolio of evidence produced throughout the duration of the qualification.

What you can do next

Following successful completion of this qualification, you may progress on to undertake study of the level 3 Customer Service Specialist qualification.


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