Customer Service Practitioner Level 2 Apprenticeship (AFBMS)

Business, Administration and Law

Business, Administration and Law
Business, Administration and Law
We are only accepting one application per candidate.

What will you be working towards?

Code BC41
Qualification Type Apprenticeship
Qualification Level Level 2
Course type Full Time


This apprenticeship trains you to provide excellent customer service, and can be applied to job roles across many different sectors.


You will need to show competence in the following areas;
  • 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
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge


  • Developing self
  • Being open to feedback
  • Team working
  • Equality
  • Presentation
  • Right first time
English and maths
English and maths qualifications are a requirement for most jobs and it is important that you are able to demonstrate your ability in these areas. If you do not already have a grade C or above(4-9) in GCSE English and maths you will automatically undertake further study in these subjects as part of your apprenticeship.

How will it be delivered?

You will be assessed through on programme assessment of knowledge, skills and behaviour outcomes on-route to final synoptic end point assessment consisting of:

  • Apprenticeship Showcase 
  • Practical Observation
  • Professional Discussion

Entry requirements

  • Two GCSEs at grade 4/C or higher. It is desirable that you have English and maths at grade 4/C or above but this is not essential as Functional Skills are delivered as part of the apprenticeship programme
  • You will need to find an employer to employ you as an apprentice


Your next steps...

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at professional level. You could progress onto a Level 3 Customer Service or Team Leader/Supervisor Advanced Apprenticeship.