Customer Service Practitioner Apprenticeship Level 2

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This programme allows students to develop their skills as a customer service practitioner. The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation.

Course Information

Video Transcript

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Leeds City College, 14+ Academies Feature Length

Interviewees – Alan Mckenna, Headteacher of the 14+ Academies – Leeds City College (SPEAKING) / Anees Podda, P-TECH tutor – Leeds City College (SPEAKING) / Louise Niles, Food and Nutrition Tutor – Leeds City College (SPEAKING) / Glen Gilfeather, Motor Vehicle Tutor- Leeds City College (SPEAKING) / Richard Lee, Head of Media and Performance Production – Quarry Hill (SPEAKING) / Louise Crewe, Hair & Beauty Tutor – Leeds City College (SPEAKING)

Scenery – A student picks up an impact wrench.

Scenery – A student puts on a pair of headphones.

Opening slide – Leeds City College Logo

Scenery – A student is brushing another student’s hair.

Scenery – A student is removing wheel bolts using an impact wrench under the supervision of a tutor.

Scenery – A student is putting a blade on a drone under the supervision of a tutor.

Scenery – A student is shaking flour from a bowl into another mixing bowl.

Scenery – A student is loosening wheel bolts guided by a tutor.

Alan McKenna – “Hello my name is Alan I’m the Headteacher of the 14+ academies that includes the 14+ P-TECH and the 14+ ESOL.”

Scenery – A student is washing another student’s hair.

Scenery – A group of students in a singing class

Scenery – A tutor showing a student how to control a robot.

Alan Mckenna – “We have a very different curriculum than schools. We concentrate on the young peoples’ what we call destination lead curriculum, what would they like to do post 16 and what can we help and support them in year 10 and year 11.”

Alan McKenna – “So the young people have vocational subjects such as hair & beauty such as engineering, food & nutrition, creative media, sport, health & social some of which goes on at our Quarry Hill Campus.”

Scenery – A student is practising hair styling on a training head.

Scenery – A student removes wheel bolts.

Scenery – A student is cutting butter under the guidance of a tutor.

Scenery – A student is operating a sound mixing desk.

Scenery – A student is attaching fluid to an IV drip pole.

Alan McKenna – “Engaging in them facilities and engaging in the teachers and the brilliant teachers we’ve got around the college helps a young person realise their ambitions post 16 into the world of work.”

Scenery – A tutor is flying a drone being watched closely by two students.

Scenery – A student and a tutor are discussing how a robot operates whilst sat next to a large robot.

Anees Podda – “When they first started they were really quiet, little bit insular, not really interacting with each other and now you can see the confidence has really grown. They are interacting with me, they are interacting with new staff, they are interacting with each other in a way that’s really lovely to see.”

Scenery – A student is wearing a VR headset and discussing what they can see with a fellow student.

Scenery – A tutor is flying a drone being watched closely by three students.

Louise Niles – “I think the changes I would see in the young people is their confidence, how their confidence grows , their skill development, teamwork skills, working with other people, consideration to other people and the joy they can actually learn some new skills and be good at it.”

Scenery – Some students gathering together the cooking utensils and equipment they need for their lesson from the racks.

Scenery – Two students collecting ingredients and adding them to a mixing bowl.

Scenery – A student and tutor smiling and laughing while a student is mixing the ingredients.

Glen Gilfeather – “What we try and focus on is, focus on something you enjoy, something you may be passionate about and something that you can make yourself better because it’s something you can achieve, you will make mistakes we try and teach them about resilience and what it’s like out in industry where you can make mistakes but you learn through making mistakes. But it’s just about confidence and having a go at something that in itself builds confidence.”

Scenery – Students operating a car lift under supervision of a tutor and then working on the underside of the car.

Scenery – A student hands a wheel and tyre to a fellow student.

Scenery – A student being shown how to use a tyre machine.

Richard Lee – “Students who come to the 14-16 Academy are showing maturity and decision making, they have chosen to leave the safety of school. They have chosen to leave behind that place they know and they have come to a place where they’re expected to be more grown up, they are expected to want to make their own decisions and they come to us and we treat them exactly the same as we treat our 16-18 year old students so there is a maturity…”

Scenery – A group of students performing in a show in the Quarry Hill Chroma Q theatre.

Scenery – Students participating in a singing class.

Scenery – A student is sitting at a stage manager’s desk in the theatre, following a script for a show.

Richard Lee – “… and we’re looking to build them with confidence and build on that decision making and say to them you’ve made the decision to come to us, you’ve made the decision to do something different to your peers well done now let’s make absolutely the best of it.”

Scenery – A student drying a fellow student’s hair.

Alan McKenna – “The 14+ Academies started in 2013 with 15 young people and over the last 8 years we’ve developed into an academy with over 220 young people all with a destination led curriculum with vocational subjects at the heart of what we do.”

Scenery – Two students stood under a car with a tutor discussing the task they are undertaking.

Scenery – A student is sitting discussing the parts of a drone with their tutor.

Scenery – A student places on a VR headset and begins to use it with the help of a fellow student.

Alan McKenna – “The young people come to us full time 5 days a week and will off roll from their previous school, but the difference in us to schools across the city is that they will be doing 1 full day of the vocational subject whether that be Hair & Beauty, whether that be Engineering, Health & Social, Creative Media or Sport and will be doing 4 days in the academy just like they would do in any other school with the core curriculum with English, Maths, Science but in general they’ll do about 7 or 8 GCSEs which is different to schools that are doing about 12 because we want to make sure that holistically we look after young people together with them and their families we make sure they get to the destination that they’re aiming for post 16.”

Scenery – A class of students are in a professional kitchen cooking whilst the tutor observes and assists them.

Scenery – A student is in a music classroom using a keyboard and software to create their own music.

Scenery – A student is washing a fellow student’s hair in the salon.

Louise Crewe – “College can give you that confidence in your life that you’ve come from a difficult background or something has happened in your home life and college is such a great opportunity to gain all those life skills to leave here ready for a career.”

Scenery – Two students and a tutor are draining the engine oil from a car.

Scenery – A student is sat alongside a tutor using a laptop to control a small robot.

Call to action slide – Leeds City College logo

Text – ‘For more information on the 14+ Academies, visit the link in the video description’

End slide – Leeds City College logo

With this apprenticeship, your core responsibility will be to provide a high-quality service to customers within the workplace, digitally or by going out into the customer’s premises. Typical customer service tasks include dealing with orders and payments, offering guidance and support, meeting and greeting customers, driving sales, fixing problems and gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.


Benefits / Skills

  • Developing interpersonal and influencing skills
  • Communicating effectively
  • Understanding personal organisation
  • Dealing with customer conflict and challenges
  • Working as part of a team
  • Utilising systems and resources
  • Entry Requirements

    The employer will agree entry requirements for these apprenticeships and these will depend on the role that they are advertising.

    Please check that you meet all essential criteria before applying for a position, you can find the details of these on the full vacancy description (links below). If you are unsure about this please contact the Apprenticeship Recruitment Team on 0113 284 6464.

    Career Progression

    Customer Service Advisor

    As a customer service advisor you will assist customers with enquiries on accounts and orders. In addition, you will take ownership of customer issues, call new customers to welcome them to the service and use Customer Relationship Management (CRM) systems to manage data.

    Customer Service Apprentice

    As a customer service apprentice you will host guests and network at events. In addition, you will liaise with clients via email and telephone, assist the business development team with admin and be the first point of contact for the company.

    Progression opportunities

    Below are some Leeds City College apprenticeships you could potentially progress on to once you have completed this programme:

  • Customer Service Specialist Apprenticeship Level 3
  • Business Administrator Apprenticeship Level 3
  • Team Leader/Supervisor Apprenticeship Level 3
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    Course Details

    Study Type

    Full time

    Course Code


    Course Facts


    89% of businesses compete through the level of customer service that they deliver.

    Extra Curriculum

    Three quarters (75%) of apprentices who had never worked before starting remained in paid work after completing their apprenticeship.

    Labour Market

    More than half of all people who have a single negative experience with a company will never buy from that business again.

    Course FAQs

    Will an apprenticeship affect my benefits?

    It might do so it is worth speaking to your Jobcentre Plus advisor. There are incentives available to some students that will be discussed with you at enrolment.

    Will I get annual leave?

    Yes. You will have the same rights as any other full-time employee of the company. You will need to read your contract when the company issues it to you to find out your terms of employment. This will cover terms surrounding sick pay, holiday and working hours.

    School of Business
    Leeds City College
    Leeds City College