Customer Service Practitioner Level 2

Last updated: March 6, 2020


This training programme provides an up skilling opportunity that can support career progression within the customer service sector of any industry. It’s ideal for anyone who delivers products and/or services to customers. It’s a great training programme for new staff who are joining the business or existing staff who want to concentrate on customer service skills alone and not retail specific skills.  This qualification will help any staff member who is interested in becoming a customer service expert.

You will learn how to influence the customer experience and their satisfaction within the business.  It will teach you to demonstrate excellent customer service skills and behaviours as well as product knowledge.  This training will work in line with our internal customer service strategy and within regulatory requirements. 

This is a fantastic opportunity to gain a qualification which isn’t sector specific so will support you own development for the future if you decide not to stay in retail.    

Key Topics:

  • Customer Service principles and practices
  • Business principles and practices
  • Customer Service Skills
  • Communication and presentation skills
  • And many more…….

End Point Assessment:

End Point Assessment or EPA as its known has been created to assess the knowledge, skills and behaviours gained throughout the qualification.  EPA is conducted by an external independent body chosen by the employer. EPA offers the chance to showcase your skills and be awarded a grade that reflects your performance.  For this qualification the EPA consists of the following:

  • Apprentice Showcase
  • Practical Observation
  • Professional Discussion    

This qualification is equivalent to GCSE’s

Length of Programme:

13 months


  • Developing exceptional skills in customer services
  • Skills gained can be applied cross sector and not just in a retail environment
  • Personal Development
  • Earn as you learn
  • Government Recognised Qualification


Impact upon Northern Training Academy