Level 2 Customer Service Practitioner Apprenticeship



Closes in 10 days (Wednesday 31 July at 11:59pm)

Posted on 30 May 2024


A fantastic opportunity to work as part of a well-established team at OCL based in Swindon, near Kingswinford. You will be working alongside the sales team providing administrative and customer service support as well building and continuously developing the company social media network and adding value by selling and promoting products online.

Annual wage
£13,318.50 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 to Friday (exact start and end times to be discussed) Shifts TBC.

37 hours a week

Possible start date

Monday 5 August


1 Year

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

Level 2 Customer Service Practitioner Apprenticeship Standard:

  • Support with English and Maths if required
  • End Point Assessment
  • Work based learning

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.


    Essential qualifications

    GCSE or equivalent in:

    • Maths and English (grade 2/3 or D-E or Level 1 FS)

    Desirable qualifications

    GCSE or equivalent in:

    • English and Maths (grade A*-C/9-4 or Level 2 FS)

    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
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Presentation skills
    • Administrative skills
    • Number skills
    • Team working
    • Creative
    • Initiative
    • Confident
    • Motivated

    Other requirements

    Are you fully committed for fulfilling all the requirements of the job and the apprenticeship training? Are you able to travel to OCL and public transport is limited?

    About this company

    With over 30 years industry experience and long-lasting relationships with the biggest brands in tools and building products, Building Supplies To You was opened as the online selling platform for OCL Kingswinford Ltd, one of the UK’s largest independent tools, paints and building material supply companies. Whether you are a tradesperson, industry buyer or DIYer, our site should have all you need to get the job done! If it doesn’t, then call us on our helpline and we will be able to advise on, or source the tools / equipment / materials you need. Enjoy browsing the thousands of products on offer!

    https://ocldirect.co.uk/ (opens in new tab)

    After this apprenticeship

    • OCL Kingswinford will endeavour to offer full-time employment on successful completion of the apprenticeship

    Ask a question

    The contact for this apprenticeship is:


    Diane Jones


    The reference code for this apprenticeship is VAC1000253298.

    Apply now

    Closes in 10 days (Wednesday 31 July at 11:59pm)

    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.