Highfield - Training and Training Materials

The UK and Middle East’s leading supplier of compliance, work-based learning and apprenticeship training materials.

Contact: 0845 2260350 / 01302 363277

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If you would like to speak directly with a Highfield representative please call 0845 2260350.

Available Formats

Apprenticeship Standard Level 2 Customer Service Practitioner

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Apprenticeships - New Standards

The Level 2 Customer Service Practitioner Standard is designed to give learners the capability to deliver high levels of service to the customers of their organisation.

This Apprenti-kit has been written to support the required knowledge, skills and behaviours of the Level 2 Customer Service Practitioner Standard. It covers wide-ranging sector-based activities to support and enhance learners' understanding and achievement.

Included in the Apprenti-kit is a welcome booklet designed to give the learner, employer and tutor an understanding of the new apprenticeship standards, advising them on what is required from each of them throughout the apprenticeship journey.

There are two versions of this Apprenti-kit available the standard kit which contains the following:

  • Welcome booklet
  • Textbook and workbooks for modules each module
  • Skills and behaviours activity pack
  • A guide to command verbs
  • End-point assessment support brochure

The Apprenti-kit PLUS which enhances the apprentices experience further and provides additional on-programme support made up of:

  • Health & wellbeing book
  • Safeguarding booklet
    A choice of 5 e-learning short courses* 

*Please note – if you are ordering the Apprenti-kit PLUS you should insert your 5 chosen modules in the special instruction box before completing the checkout process.
Please choose 5 from the following – Communication, Equality & Diversity, GDPR, Introduction to Fraud and Fraud Prevention, Introduction to the Bribery Act, Managing Conflict, Self-Awareness & Personal Development, Team Working.

The following topics are covered within the kit:

  • knowing your customers
  • understanding the organisation
  • meeting regulations and legislation
  • systems and resources
  • your role and responsibilities
  • customer experience
  • product and service knowledge
  • interpersonal skills
  • communication
  • influencing skills
  • personal organisation
  • dealing with customer conflict and challenges
  • behaviours including (developing yourself, being open to feedback, team working, equality - treating all customers as individuals, presentation - dress code and professional language, and 'right first time')

    Customer Testimonial - Superdrug, Gail Hewitt, Apprenticeship Quality Manager

    "I have just been reading your workbooks in the Level 2 Customer Service Practitioner Apprenti-kit and have some feedback for you. I thought they were brilliant! Well written and totally fit for purpose. I am really impressed with how they are set out and the signs and notices. I loved the welcome booklet and the topics covered and think we may have to share some of your expertise with our team members taking our retail qualification."

This Apprenti-kit is also available as an e-kit (please note that e-kits are subject to VAT). For more information on how you can purchase this kit, call us on 0845 226 0350/01302 363277 and speak to a member of the Account Management team, who will be happy to help. You can also get in touch by emailing sales@highfield.co.uk.

Please note: you will receive your Apprenti-kit(s) within 5 working days of your order being placed.


Level 2 Customer Service Practitioner Apprenti-kit £50.00
Level 2 Customer Service Apprenti-kit PLUS £70.00

Please note: All prices are per pack and are exclusive of shipping.

Highfield’s Apprenti-kits support learners through a number of different delivery models whether it’s direct delivery, distance learning or a blended delivery model.

It should be used to support the
Level 2 Customer Service Practitioner Apprenticeship Standard.

Plus, if you use e-portfolio, this Apprenti-kit is available as an e-kit (please note that e-kits are subject to VAT).

For more information, call us on 0845 226 0350/01302 363277 to speak to a member of the Account Management team who will be happy to help.