Customer Service Practitioner

Level 2

Entry Requirements

No formal entry requirements


Level 2 Customer Service Practitioner


This apprenticeship will typically last 24 months.

We are proud to deliver our apprenticeships alongside class-leading employers...

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

You will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.

Entry Requirements

There are no formal entry requirements for this qualification, but a keen interest in this field is essential. Applicants must be prepared for both shift work and travel. Prior experience is not necessary, but useful and should be supported by a portfolio of evidence.

Knowledge, Skills and Behaviours

Know your Customers

  • Understand the difference between internal and external customers, their different needs and how to adapt your style to be effective in service.

Understand the Organisation

  • Learn the purpose of the business, their core values, internal policies and procedures and anything else relevant to you and your organisation.

Meeting Regulations and Legislation

  • Know the legislation and regulations relating you your role and the wider business, and how to apply them in your work.

Systems and Resources

  • Understand the key systems, equipment and technology needed to meet the needs of customers

Your Role and Responsibilities

  • Understand your roles and responsibilities within your organisation, including your targets, goals and how your work impacts others.

Customer Experience

  • Establish facts that enable you to create a customer-focused experience and understand how to build trust with a customer.

Product and Service Knowledge

  • Have a deep, up to date understanding of the products and/or services available from your organisation.

Interpersonal Skills

  • Use a range of skills including questioning and listening to respond to customer requests in a way that builds rapport.


  • Use appropriate verbal and non-verbal communication skills in both face to face and non-facing customer interactions, and use appropriate, brand related ‘tone of voice’ in all communications.

Influencing Skills

  • Provide clear explanations and options to help customers make decisions that are mutually beneficial for them and your organisation.

Personal Organisation

  • Be able to organise yourself, prioritising your own workload to meet deadlines.

Dealing with Customer Conflict and Challenge

  • Demonstrate patience, calmness and understanding of the customer’s point of view, with an understanding of how to signpost and manage expectations of customers.


  • Take ownership of keeping your knowledge and skills up to date, considering personal goals and proposing development that would help you achieve them.

Be Open to Feedback

  • Seek and act upon feedback from others at all levels of your organisation.

Team Working

  • Work successfully with other colleagues in the interest of helping customers efficiently, sharing personal learning and case studies to support best practice.


  • Treat all customers as individuals, providing a personalised experience that upholds organisational core values.


  • Demonstrate personal pride in your role through appropriate dress and positive, confident language.

“Right First Time”

  • Communicate effectively and work carefully to ensure that each customer gets the right service, first time.


Charlotte Musselle


Working with Access Creative has helped to enhance our business. Their onboarding process was super thorough, giving us all the information and assistance we needed. The team didn’t just offer advice; they provided us with expert insights to help us make the right choices. It’s clear they’re committed to giving apprentices top-notch training whilst being super supportive to us companies.

Find out more about Giggabox here.

Noreen Riordan

Entec Sound & Light

The Live Event Technician L3 Apprenticeship, run by Access Industry, is an engaging course with great content and appropriate industry knowledge that translates well into the workplace.

It is an excellent opportunity for students to earn as they learn a trade while being supported in their development by tutors who know and care about the Creative Industry.

Overall, I am pleased and recommend that anyone wishing to enter the creative industry look at the courses available.

Find out more about Entec here.

Where do you see yourself?

This apprenticeship equips you with the skills to go onto:

A Ticketing Assistant is the first point of contact for customers, assisting the Box Office team with ticket sales, ticket checks and customer queries.

Front of House staff are the first point of contact with a business, and it is their responsibility to greet customers, help them feel welcome and answer any queries they may have.

A Steward’s role is to direct customers, answer queries and support with the security and people management of an event or venue.

A Ticketing Supervisor oversees the Box Office team, ensuring that the team is supported, answering any more complex customer queries and general management of Box Office team.