Customer Service Practitioner (Level 2)
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. This role may be the first point of contact, and work in any sector or organisation type. Actions will influence the customer experience and their satisfaction with the organisation. Customer service practitioners will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge.
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Duration
15 months
Most Suitable For
New recruits and current staff who wish to develop their knowledge, skills and behaviours in customer service.
Award
Level 2 Customer Service Practitioner Intermediate Apprenticeship award
Programme Cost
£3,500
The apprenticeship tuition fee is paid using employer levy. Levy Paying Employers and Non-Levy Paying Employers, please read the DAS and Tuition steps within our Apprenticeships Process – Employer Guide for more information and instructions.
Additional Funding
For all Employers:
- If apprentice is under the age of 25, Employer may not have to pay Class 1 Employer National Insurance. Full details and criteria are found here.
- For apprenticeships starting between 1 August 2024 - 31 July 2025, employer may be eligible for £1,000 if apprentice is aged 16 - 18 years old, OR aged 19 - 24 years old and has either an Education, Health and Care (EHC) plan provided by their local authority and / or has been in the care of their local authority. Full details and criteria are found within the ESFA Funding Rules.
- Some Councils are providing incentive payments to local small employers who recruit and employ young apprentices. To find out more, including eligibility and how to apply for an incentive, please visit Lancashire Skills and Employment Hub (details within the GRANT presentation)
- Lancashire County Council incentive is £3,000 for 100 Lancashire employers
- Chorley Council incentive is £1,500 for Chorley employers
- Fylde Borough Council incentive is £5,000 for Fylde employers recruiting a new apprentice who is a Fylde resident.
Start Date
Various throughout the year
Teaching Delivery
Online
Key Learning Requirements
Apprenticeships require learners to achieve specific new knowledge, skills and behaviours (KSBs), which are detailed in the Apprenticeship Standard. These are achieved by;
1) Programme Teaching; via online monthly 1-1 sessions plus online monthly group sessions.
2) Independent study; such as assignment/project research and write up
3) Learning in the workplace; shadowing colleagues, completing programme assigned work based projects, day-to-day development within your current role duties/work activities, reflections with mentor, relevant training sessions.
Modules
This programme has fixed module delivery (you are unable to choose the modules studied). A list of modules is available on the course webpage or course materials.
Placements
This programme does not require external placements to be completed, although varied experiences are beneficial.
Assessments
Assessed throughout the programme by assignments, observations, evaluations and End Point Assessment.
Key Candidate Entry Requirements
• Employed 30 hours or more per week for the duration of the apprenticeship. The apprenticeship duration may be extended to support staff who work less than this (will be looked at on individual basis).
Full requirements and details are found on the course webpage/information.
Key Employer Entry Requirements
• Ensure Learner has the support and opportunities to achieve the requirements of the apprenticeship
• Line Manager to mentor the apprentice.
Listed as an Approved Provider under an NHS Procurement
No
Application Timescale
It takes on average 2 months to complete all application stages for this programme.
If recruiting to this position, additional time will be required for recruitment and advertising stages.
Additional Training Hub Support
Primary Care Employees:
• Have access to all resources provided by the L&SCPC Training Hub such as Digital training, Health and Wellbeing support and events.
• Non-clinical Training and Resources:
this webpage lists training and resources for non-clinical roles, which may compliment the apprenticeship (always check suitability with your apprenticeship training provider)
Social Care Employees:
• Have access to all resources provided by the L&SCSC Training Hub such as training, Health and Wellbeing support and events.
Pathway
On successful completion of this apprenticeship, examples of further apprenticeship options include; Customer Service Specialist, Business Administrator, Data Analyst, Data Technician, Team Leader, Assoicate Project Manager
HASO Apprenticeship pathway tool is available
hereCareer progression does not have to be linear. Entry criteria may differ per provider and varied routes may be available depending on the individuals prior learning and experience.
Information Last Updated
10/03/25
Programme Resources
Rated as an OUTSTANDING apprenticeship provider by Ofsted
If you would like to know anything further about the programme itself, please contact: Lydia Thornton, Professional Apprenticeship’s Business Partnerships Manager on lydia@pro-app.co.uk or 0333 444 0036.
How to Apply
If you would like to apply for an apprenticeship (either for yourself, a member of staff or a vacancy for a new recruit), please complete the appropriate Training Hub Expression of Interest Form from the following options. This will allow the apprenticeships team to; complete basic pre-checks, provide you with personalised advice/guidance and start the programme application process. You can find out more about the stages of applying for an apprenticeship within our Apprenticeships Process - Employer Guide.
Primary Care Online Expression of Interest Form. If you would like to discuss anything first, please email mbpcc.apprenticeships@nhs.net or call Olivia on 07735161775
Social Care Online Expression of Interest Form. If you would like to discuss anything first, please email mbpcc.lscsocialcare@nhs.net or call Dawn on 07796 060023
