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Apprenticeships - Level 2 Apprenticeship Standard 122 - Customer Service Practitioner

Retail and Commercial Enterprise

Retail and Commercial Enterprise
Retail and Commercial Enterprise
We are only accepting one application per candidate.

What will you be working towards?

Code 58970
Qualification Type Apprenticeship
Qualification Level Level 2
Course type Full Time


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.


To achieve this apprenticeship, you will study the City & Guilds Level 2 Diploma for Customer Service Practitioners qualification. This qualification has been developed to support learners completing the Customer Service Practitioner Apprenticeship Standard and covers the required knowledge, skills and behaviours.

The qualification covers a range of topics through 6 mandatory units and 1 optional unit.

Mandatory units:

• Developing self to achieve targets and goals

• Recognition of regulations and legislation within own organisation

• Principles of business

• Contribute to a customer focused experience

• Provide customer service

• Manage customer expectations

Optional units:

• Working in a sales environment

• Working in an administrative environment

• Working in a contact centre environment

• Customer service principles*

• Working in a retail environment

• Social media in a work environment

• Fundamentals of marketing

*This unit is achieved through completion of an online multiple-choice test under exam conditions.

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, communication and problem solving, 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.

Completion of the qualification and functional skills will lead to End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your learning. This is conducted by an Independent End Point Assessor from City and Guilds.

How will it be delivered?

Assessments will take place both in the workplace and at college, using an 
online e-portfolio.

Prior to commencing your apprenticeship, you will attend college for an induction which includes an assessment of your maths and English skills to determine your current abilities, and an introduction to your e-portfolio.

During your apprenticeship you will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace, and complete online multiple choice tests under exam conditions.

After on programme learning is completed, you will complete the End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your development. This is conducted by an Independent End Point Assessor from City and Guilds.

Entry requirements

Certificate evidence of English and maths at level 2 or GCSE grade A*-C (or new grade 9-4). If you do not have these, we can support the development of your English and maths skills through completion of Functional Skills in the relevant subject and one-to-one support.

Your next steps...

Further study

Successful completion of this apprenticeship will allow you to progress to studies at Level 3 and above. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Marketing, to give some examples.

Career opportunities

This apprenticeship will assist your career progression in customer service, team leading and management, as well as providing opportunities to develop your skills in other business related roles.


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