Customer Service Practitioner Level 2

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.

SKILLS

Interpersonal skills

Communication

Influencing skills

Personal organisation

Dealing with customer conflict and challenge

KNOWLEDGE

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Your role and responsibilities

Customer experience

Product and service knowledge

BEHAVIOURS

Developing self

Being open to feedback

Presentation - dress code, professional language

Team working

Equality - treating all customers as individuals

“Right first time”

Training is undertaken in a number of ways, in order to meet the needs of the learner and employer. This can be done by attending class sessions in our local training centres (Hull, Grimsby or Scunthorpe) or using an online platform.

In addition all sessions are available via our online platform should you miss any. You will also have meetings with assessors every month to undertake assessments and reviews.

The End Point Assessment will consist of an Apprentice Showcase of your work during the course, an observation and a professional discussion

GCSE Maths and English grade 4/C or equivalent are preferred, However, if you do not have these grades then you can still apply and we can help you to gain Functional Skills qualifications in Maths and English.

Employers

A key part of this Apprenticeship is working with an employer. If you are looking for an accounts/finance role, we can find the right employer for you and deliver this Apprenticeship alongside it. We will match your skills and abilities with employers in the area who are looking for Apprentices. If interested, please call our Business Development Team on 01482 307357 to arrange an interview.

This Apprenticeship can open up a range of further career opportunities and lead to progression onto an Advanced Apprenticeship for example Customer Service Specialist Level 3 or Business Administration Level 3. This could then help you to progress further onto Management if you wish.