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Customer Service Practitioner Apprenticeship - Level 2 (New Standard)

HYA Training Limited

Hi-Tech House, Hi- Tech Park, Goulton Street, Hull, HU3 4DD

Apprenticeship
Level 2
ST0072
Business, Administration and Law

Course Summary

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

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 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.

Course Details

This apprenticeship qualification will cover a large amount of Customer Service disciplines, combined with an external assessment to certify qualification

How will it be delivered?

You will be learning on the job, whilst taking a set amount of hours per week to progress through your study work.

One of HYA's specialist assessors will visit you in your place of work to set you with new work, and to feedback on work previously submitted.

The qualification is internally assessed by centre staff and externally verified by the awarding body.

You will also undertake a mandatory End-Point-Assessment (EPA) which is evaluated by an external party. This is a practical appraisal of the skills and knowledge you have developed whilst on the job.

Entry requirements

There are no formal entry requirements, however some employers prefer GCSE C / 4 / or above for Maths & English

Apprentices will be required to have/achieve Level 1 Functional Skills in English and Maths, and to have attempted Level 2 prior to their End-Point Assessment.

This apprenticeship course can also be used to 'upskill' existing employees who are already in full time work.

Your next steps...

Apprentices completing this qualification will often proceed to full time employment within their assigned workplace


For more courses like this, check our courses page.