Customer Service Practitioner Level 2 Apprentice

Roche Audio Visual


Closes in 12 days (Wednesday 31 July)

Posted on 4 June 2024


The role will include working closely with our Senior Management under the supervision of our Customer Service Coordinator handling customer enquiries and coordinating with key manufacturers and distributors to ensure the highest levels of service are provided to our customers.

Annual wage
£11,830 a year

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course
Customer service practitioner (level 2)
Monday - Friday, 9.00am - 5.00pm with 1 hour lunch break)

35 hours a week

Possible start date

Thursday 1 August


1 Year 3 Months

Positions available



As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • The successful candidate will work towards a level 2 Customer Service Practitioner qualification and functional skills if required

Where you’ll work







An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation


Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.
  • Your training plan

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.


    Desirable qualifications

    GCSE or equivalent in:

    • Maths and English (grade 4/C or above)

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.


    • Communication skills
    • IT skills
    • Polite and professional

    About this company

    Established in 1973, Roche Audio Visual, have become one of the UKs leading specialists in the design, supply, integration and support of audio visual, innovative and evolving technologies to the public sector.

    After this apprenticeship

    • Long term opportunity for permanent employment at Roche working within many areas such as customer service, internal sales, external account management, support services, technical support and engineering

    Ask a question

    The contact for this apprenticeship is:


    Madeline Oxby

    The reference code for this apprenticeship is VAC1000241589.

    Apply now

    Closes in 12 days (Wednesday 31 July)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

    After signing in, you’ll apply for this apprenticeship on the company's website.