The aim of the programme is to ensure you gain the knowledge, skills and attributes required to effectively provide customer service on products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

1. CUSTOMER SERVICE PRACTITIONER
LEVEL 2 APPRENTICESHIP

2. PROGRAMME OVERVIEW
The aim of the programme is to ensure you gain the knowledge, skills and attributes required
to effectively provide customer service on products and services for businesses and other
organisations including face-to-face, telephone, digital and written contact and
communications. The duration of this apprenticeship programme is typically 14 months.
CAREER PATH & PROGRESSION
Team Leader Customer Services Manager
CUSTOMER SERVICE
PRACTITIONER
PROGRAMME COMPRISES
Skills, Knowledge
& Behaviours
We will support you to enhance your
skills, expand your knowledge and
develop you key behaviours, helping
you move forward in your chosen
career path.
Maths & English at Level 2 (if
not already achieved)
Qualifications
We will help you achieve the
following qualifications and
certificates:
Level 2 Diploma in Customer
Service Skills Gateway
Once you’ve gained your new
qualifications and you and your
employer feel you are ready, we
will gather the evidence so you can
move on to the final stage.
End Point
Assessment
You will complete a final
assessment with an independent
expert. Don’t worry, we will make
sure you’re fully prepared and
supported every step of
the way.
Evidence
You’ll produce a portfolio
throughout the apprenticeship
containing evidence from real work
projects and experiences along
with reports, witness testimonies
and observations.

3. STUDY MODULES
FUNCTIONAL SKILLS
Support available to achieve Level 2 Functional SKills in Maths & English, if
required.
Throughout this apprenticeship you will be supported by an experienced tutor, providing continuous information, advice
and guidance and ensure you are fully prepared to achieve the end point assessment and flourish in your career.
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Customer experience
Product and service knowledge
Interpersonal skills
Communication
LEVEL 2 DIPLOMA IN CUSTOMER SERVICE SKILLS
This qualification supports the role in the workplace for learners who deal, or intend to deal with customers on a daily
basis as part of their job role. It is applicable to a variety of work environments and covers topics, inlcuding:
Influencing skills
Personal organisation
Dealing with customer conflict and challenge
Developing self
Being open to feedback
Team working
Equality – treating all customer as individuals
Presentation – dress code, professional language
Right first time

4. TAKE THE NEXT STEP
Tracey.Smith@pathwaygroup.co.uk
07377 735388
We can answer any questions you have so you’re confident that this
apprenticeship is the right pathway to your personal and career goals.
0121 707 0550
Everything starts with a conversation... So, let's talk
@PathwayGroup