customer service

Customer Service Practitioner Apprenticeship Standard (Level 2)

“To the customer, you are the company.”
Shep Hyken

This apprentice standard is suited to people who are currently working in or want to work in a customer service role. tpm will tailor the course content with the employer to meet the needs of their business environment and apprentice. It will develop the skills required to provide high quality customer service ensuring that the needs of all customers are satisfied.

Key Facts

Qualifications: You will gain a level 2 apprenticeship standard. If you have not previously passed GCSEs Maths and English, you can also achieve equivalent qualifications as part of your apprenticeship

Duration: 12 to 18 months

Training: A programme of structured on and off-the-job training. This can include classes at the tpm training centre, webinars, workshops and practice sessions on skills and professional behaviour, self-directed learning, and distance learning. A minimum of 20% of your contracted working hours must be spent on off-the-job training. You will be provided with more detailed information on this.

Support: You will have a tpm personal trainer who will support you by phone and email. They visit you in the workplace every 6 to 8 weeks to review progress, plan your next steps and identify any specific support you need.

Course content

This apprenticeship standard will give you a full portfolio of professional skills, behaviours and knowledge required to be an effective Customer Service Practitioner, such as:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Roles and responsibilities
  • Customer experience
  • Product and service knowledge
  • Interpersonal skills and communication
  • Personal organisation
  • Dealing with customer conflict and challenges
  • Team working

The actual course content will depend on the needs of your specific job role.

Apprenticeship journey

Step 1 Initial assessment

You will undergo initial and diagnostic assessments to establish your levels of English and maths. You will also complete skills scans with your trainer to accredit your prior learning and achievements so you don’t undertake training for skills you already have. Your trainer will ask you about any learning difference you have, e.g. dyslexia so that they can put additional training support in place.

Step 2 Training

The main phase of your apprenticeship is when you undertake your programme of on and off-the-job training. A learning plan will be developed specifically for you, using your job role as the guide. A minimum of 20% of your contracted working hours must be spent on off-the-job training. You will develop your knowledge, skills and professional behaviour through different learning activities, including skills sessions at the tpm training centre, webinars, workshops, tpmonline, and distance learning. You will also do regular mock assessments to test your competence.

Step 3 Gateway

This is a point towards the end of your apprenticeship when you engage in discussions and decision-making sessions with your trainer and your employer to assess whether you are ready for your end point assessment or whether you need additional training. You must have also achieved Functional Skills to Level 1 (or GCSE) and you must be deemed competent in all your skills, knowledge and behaviours.

Step 4 End Point Assessment (EPA)

This is the last stage of your apprenticeship, where the skills, knowledge and professional behaviours you have acquired will be assessed by the independent end point assessor organisation. You will showcase your skills, knowledge and behaviours in the form of reflection, evidence presentation and interview. You will also have a practical observation and professional discussion to uncover any further evidence of personal development activities.


After you have completed this apprenticeship standard you can progress onto Level 3 Business Administrator Apprenticeship Standard

To apply

Speak to your employer to ensure you have their support to undertake this apprenticeship standard as they play an important role in the training process. The team at tpm are always available to provide advice to you and your employer. Call 0151 709 6000 for more details on how to apply.