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Your employer and the Apprenticeship Programme will ensure that you acquire an all-round competence in the Customer Service Practitioner Level 2 Apprenticeship Standard.

The programme uses a blended learning approach with your employer and the apprentice training team, through block release residential training, distance digital learning and your own self-study. If you are as committed as we are, the programme will give you every chance of success.

You will gain knowledge of:

  • Knowing your customers
  • Understanding the Organisation
  • Meeting Regulations and Legislation
  • Effective use of systems and resources
  • Your workplace role and responsibility
  • The customer experience
  • Product and service knowledge

You will gain competencies of:

  • Communication and interpersonal skills
  • Influencing skills and negotiation
  • Personal organisation
  • Dealing with customer conflict and challenge

You will develop your workplace behaviours and soft skills:

  • Communicate effectively with colleagues and customers
  • Behave in accordance with the values of the company and the brand
  • Operate as an effective team member
  • Taking responsibility when required and be honest and accountable
  • Take personal ownership in order to improve own performance
  • Understand how the business works from an operational perspective and demonstrate commercial awareness.

Additional elements:

  • Functional skills English and maths to a minimum of Level 1 (exemptions may apply)
  • Functional skills at L2 has to be attempted as part of the course (GSCE 5-2)


The apprenticeship is expected to take 12 months for you to attain the required level of knowledge competence and workplace behaviours, with an additional 3 months to complete the End Point Assessment.

Off-The-Job Training Hours

Off-the-job training is a statutory requirement for an English apprenticeship. It is training which is received by the apprentice, during the apprentice’s normal working hours, for the purpose of achieving the knowledge, skills and behaviours of the approved apprenticeship referenced in the apprenticeship agreement. An elogbook is required to be completed with a minimum number of hours and assessed by a workplace mentor.

Off-the-job training is met by guided learning within the workplace and is supplemented by formal training such as face to face delivery in our training centre and digital learning opportunities such as e-learning.

End Point Assessment

Apprenticeship certification is awarded by successful achievement of an independent assessment at the end of the apprenticeship. Prior eligibility criteria such as the number of hours of off the job training and functional skills achievement are required to be met before the candidate can be put forward for End Point Assessment. The End Point Assessment will be overseen by an independent Awarding Body and contain the following elements:

  • Online knowledge assessment
  • Observed practical skills test
  • Synoptic professional discussion

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    The Suzuki Apprenticeship Programme delivered by Bosch Automotive Service Solutions Limited

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