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What is a Customer Practitioner Level 2 Apprenticeship?

The Customer Practitioner Level 2 Apprenticeship is an excellent opportunity for individuals looking to build a career in customer service or to enhance their existing skills. This apprenticeship offers practical training and valuable hands-on experience, equipping participants with the tools needed to thrive in the world of customer service. In this blog post, we will provide an overview of the apprenticeship, including its duration, course details, typical job roles available during the apprenticeship, progression opportunities, and potential job prospects after completion.

Length of Time

The Customer Practitioner Level 2 Apprenticeship typically takes around 12 to 15 months to complete, allowing for a mix of on-the-job training and academic learning. This timeframe may vary depending on the learner's progress and the specific apprenticeship program they are enrolled in.

Course Overview

The Customer Practitioner Level 2 Apprenticeship covers essential customer service skills, principles, and practices. The course consists of several core components:

  1. Understanding customer service: Apprentices learn the fundamentals of customer service, including the importance of meeting customer expectations, the impact of good customer service on a business, and how to effectively handle customer complaints.

  2. Communication skills: The course covers both verbal and non-verbal communication, focusing on active listening, empathy, and effective questioning techniques to understand customer needs and deliver appropriate solutions.

  3. Business knowledge: Apprentices gain an understanding of the business they work for, including its values, culture, policies, and procedures, to ensure they can provide accurate information and effectively represent the organisation.

  4. Customer service processes and systems: The apprenticeship covers the use of customer service tools, software, and systems, as well as industry-specific processes and best practices.

  5. Problem-solving and decision-making: Apprentices learn how to identify customer issues, analyse information, and make informed decisions to resolve problems efficiently and effectively.

Typical Jobs Available During the Apprenticeship

While completing the Customer Practitioner Level 2 Apprenticeship, participants can expect to work in a variety of roles, such as:

  1. Customer Service Advisor

  2. Customer Support Representative

  3. Call Centre Agent

  4. Retail Sales Assistant

  5. Front Desk Officer

  6. Digital Marketer

These roles involve direct interaction with customers, providing support and assistance in various industries, including retail, hospitality, financial services, telecommunications, and more.

Progression Opportunities

After successfully completing the Customer Practitioner Level 2 Apprenticeship, participants can progress to more advanced apprenticeships, such as:

  1. Customer Service Specialist Level 3 Apprenticeship

  2. Business Administrator Level 3 Apprenticeship

  3. Team Leader/Supervisor Level 3 Apprenticeship

These higher-level apprenticeships offer additional training, focusing on more complex customer service tasks, management skills, and industry-specific knowledge.

Job Prospects After the Apprenticeship

Graduates of the Customer Practitioner Level 2 Apprenticeship can explore various job opportunities in the customer service field, such as:

  1. Senior Customer Service Advisor

  2. Customer Service Team Leader

  3. Customer Relationship Manager

  4. Customer Experience Specialist

  5. Sales Coordinator

These roles often come with increased responsibilities, such as managing customer service teams, overseeing customer accounts, and implementing strategies to improve customer satisfaction and loyalty.


The Customer Practitioner Level 2 Apprenticeship offers a solid foundation for a rewarding career in customer service. With its comprehensive curriculum, hands-on experience, and numerous progression opportunities, this apprenticeship can lead to exciting job prospects in a wide range of industries. If you are passionate about helping others and eager to hone your customer service skills, this apprenticeship could be the perfect stepping stone to a successful career.


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