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Avant Skills Academy

Customer Service Practitioner Level 2 Apprenticeship Standard

Avant Skills Academy

Training Centres in Grimsby Town Centre and Hull City Centre

Level 2
Business, Administration and Law

Course Summary

An Apprenticeship in customer service is an excellent way to create a solid foundation for your career in a huge range of job roles and industries.

You will learn how to understand your customers, learn in-depth knowledge about your businesses products and services, effective communication and influencing skills and how to deal with conflict and challenges.

Typical roles that this apprenticeship will support are:

  • Customer Service Assistant
  • Sales Assistant
  • Customer Care Representative
  • Contact Centre Operative
  • Receptionist
  • Customer Advisor/Representative.

Customer Service Practitioners deliver high-quality products and services to the customers of their organisation. Customer Service Practitioners influence the customer experience and their satisfaction with the organisation. Our Apprentices learn and develop the knowledge and skills required to become competent and valued employees, enabling them to progress in their careers.

As an Apprentice, you will be employed and you will earn a wage from day one. Apprenticeship training will take place every week, with attendance at the AvantSkills Academy training centre at least every two weeks.

Completion of the Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Course Details

As part of the apprenticeship you will complete the knowledge, Skills and Behaviours required to achieve the apprenticeship standard:


  • Understand who customers are
  • Understand the difference between internal and external customers
  • Understand the different needs of customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
  • Know your organisation’s core values and how they link to service culture
  • Understand how to build trust with a customer


  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
  • Demonstrate patience and calmness
  • Show you understand the customer’s point of view
  • Maintain informative communication during service recovery


  • Take ownership for keeping your service knowledge and skills up-to-date
  • Being open to feedback
  • Team-working
  • Equality and treating all customers as individuals
  • Presentation including dress code and professional language
  • Share personal learning and case studies with others to support good practice, presenting recommendations for improvements

As part of the standard, you will also be required to work towards English and Maths Functional Skills. If you have already achieved GCSE grade 4 and above, you will be exempt, otherwise you will work towards the level above that which you have already achieved.

How will it be delivered?

As part of the Level 2 Customer Service Practitioner apprenticeship standard, you will learn the knowledge, skills and behaviours which will support you for your end-point assessment. You will take part in a combination of activities, such as face-to-face classroom-based sessions, remote learning sessions, work shadowing and online learning, to support your learning and development

If successful, you will be required to undertake training sessions with Avant Skills Academy throughout the length of the apprenticeship.

Entry requirements

  • Appropriate personal presentation including clothing, hair and personal hygiene.
  • Practical, organisational and social skills
  • Attention to detail
  • A good sense of humour/amicable nature and communication skills whether dealing face to face with customers or speaking over the telephone.
  • Reasonable level of literacy and numeracy is required
  • Interviews and initial assessments including diagnostics will be carried out with Avant before any Apprenticeship is confirmed.

Your next steps...

Your career starts with the apprenticeship and it doesn't stop there! Your apprenticeship can lead you on to

  • Customer Service Specialist
  • Business Administrator
  • Team Leader/Supervisor

For more courses like this, check our courses page.