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Apprenticeships - Level 2 Apprenticeship Standard 122 - Customer Service Practitioner at Wakefield College

Course description

Customer service practitioners provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. This apprenticeship develops the key skills and behaviours required for a customer service practitioner, to support their customer service delivery.

Course content

To achieve the transferable knowledge, skills and behaviours required for a customer service practitioner, you will work towards completion of the Diploma in Customer Service Level 2.

Mandatory Units: 
Deliver customer service
Understand customers
Principles of customer service
Understand employer organisations
Manage personal performance and development

Further units will be completed to achieve skills in problem-solving, information processing, customer relationships, customer service improvement, and communication skills.

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, and data analysis, 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.

Entry requirements

Entry onto this programme is dependent on your holding an appropriate job role. It is aimed at people who are dealing with customers on a daily basis. An Assessor will visit you in the workplace to make sure this is the right choice for you.


Your Assessor will observe you dealing with customers and will also mark the work you produce. Once the work is complete it will be uploaded to your portfolio. You will see your Assessor regularly, but also have the option of having your work checked or marked by e-portfolio.

Financial information

For information on fees, please contact Business Development on 01924 789761 or email



Future opportunities

Further study

Advanced Apprenticeship in Customer Service.

Career opportunities

Achievement of the apprenticeship will enhance your CV and boost your employment and promotion opportunities within customer services roles.

Further information

If you require further information please contact: The Course Information Team on 01924 789111

Visit our Apprenticeships Facebook page at

How to apply

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 31 October 2018
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