To achieve this apprenticeship, you will study the City & Guilds Level 2
Customer Service Practitioners standard.
The standard includes knowledge, skills and behaviours that will be evidenced
throughout the apprenticeship.
• Knowing your customers
• Understanding the
• Meeting regulations and legislation
• Systems and
• Your role and responsibility
• Customer experience
Product Service and Knowledge
• Interpersonal Skills
• Personal Organisation
• Dealing with customer conflict and
• Developing self
• Being open to feedback
• “Right first time”
The Diploma for Customer Service Practitioners Level 2 may also be completed
alongside this qualification.
Functional Skills in English and maths:
These are key elements of your
apprenticeship and are essential to the role of a customer service practitioner.
If you do not already have a GCSE at grade A*-C (or new grade 9-4) in these
subjects you will be required to study Functional Skills at the appropriate
levels. Maths and English skills will support your apprenticeship programme,
assisting you with assignment writing, research, job applications, communication
and problem solving, to mention just a few.
Most employers look for ability in these areas and the majority of university
courses require you to have maths and English GCSEs at A*-C (or new grade 9-4).
This is why the development of Maths and English is so important, whatever your
field of study.
Completion of the qualification and functional skills will lead to End Point
Assessment. This consists of grading of your portfolio, a practical observation
in your workplace, and a professional discussion on your learning. This is
conducted by an Independent End Point Assessor from City and