Customer Service Practitioner - Level 2 Apprenticeship Standard (out of centre learner)

SKU: ST0072

Course Aim:

This customer service apprenticeship is ideal for candidates who are new to the business and customer service environment and are looking to gain a nationally recognised qualification.

Student Pre-Requisites:

The entry requirement for this apprenticeship will be decided by each employer, but will typically be a minimum of level 1 in English and maths.  Students will also be required to pass a Gen2 initial assessment at Level 1.


Course Duration:

Typically this apprenticeship will take 15 months.



Students are with their employer from day one and will study their taught components at an agreed Gen2 centre two days per month. This training will take place at a Gen2 centre based in West Cumbria, Carlisle or Furness.  The students are visited by a Gen2 assessor in the workplace approximately every four to six weeks to assess their competence and monitor progress.

 Programme Components:

The programme delivered through Gen2 will consist of:

  • Completion and achievement of a Level 2 Diploma in Customer Service
  • Regular performance reviews undertaken by the employer and Gen2 assessor
  • Development of a portfolio of evidence including reports, assignments, and evidence of tasks undertaken.
  • Observations in the workplace
  • Ongoing professional discussions between apprentice and Gen2 assessor relating to workplace competence and knowledge.
  • Feedback from line manager and peers including 180/360 degree feedback approaches.
  • Apprentices will be required to have or achieve level 1 English and maths and to have attempted level 2 English and maths tests prior to completion of their apprenticeship.


Delivery Plan and Commitment:

The qualification requires 20% of time from the student’s normal working week to be committed to the qualification for the duration of the programme. This time must be away from normal work duties and will be achieved as follows:

  • Typically 1 day per unit are taught in a Gen2 centre.  This is usually delivered as 2 days per month over 12 months. In addition, students are given an assignment to be completed off the job within the workplace.

  • 4-6 weekly assessment sessions (half day each) throughout the programme to consolidate training and support portfolio development (up to 13 days). These sessions are pre-arranged at mutual convenience with assessor, employer and student at the employers premises.

  • Ongoing work towards achieving the required standards of this apprenticeship including mentoring sessions, professional discussions, study time, employer organised training, site visits and maintaining a CPD log.

  •  The student will be required to demonstrate and evidence this ongoing commitment through the maintenance of a portfolio (electronic system provided by Gen2).

Qualification Gained:

  • Level 2 Diploma in Customer Service
  • Minimum Level 1 English and maths (if required)


website ofsted footerwebsite footerISOQAR with Gen2 Cert InfoCyber Essentials