Level 2 - Customer Service Practitioner Apprenticeship

This apprenticeship is for individuals working within an office based customer service environment. The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. You will learn how your actions influence the customer experience and how 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. You may be the first point of contact and work in the private, public or charity sector.

Your workplace role will be varied and may include skills such as providing guidance and support, meeting and greeting, sales, fixing problems or providing aftercare.

Learners who successfully complete this apprenticeship will be awarded with a:

Level 2 Customer Service Practitioner Apprenticeship Standard

English and maths Functional Skills gained at Level 1, you will also be required to attempt English and maths at Level 2 (for those that have not achieved a grade C or Level 4 or above)

On completion of this apprenticeship you will have gained the following:

Knowledge:

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Your role and responsibility

Customer experience

Product and service knowledge

Skills:

Interpersonal skills

Communication

Influencing skills

Personal organisation

Dealing with customer conflict and challenge

Reflection and self-development

ICT including using the companies bespoke packages

Behaviours:

Developing self-awareness

Being open to feedback

Team working

Equality – treating all customers as individuals

Presentation – dress code, professional language

‘Right first time’

Your learning will be a mix of face-to- face sessions and online teaching using Educational Teams one day a week. The remaining 4 days will be with your employer.

All apprenticeship standards are required to have an end-point assessment that is carried out by an independent organisation. Apprentices must pass the end-point assessment in order to achieve the apprenticeship certificate.

The end-point assessment for the Customer Service Practitioner involves the following:

Practical Observation

Professional Discussion

Portfolio (report or presentation)

Anyone aged 16 years old, or over, can apply for an apprenticeship. You cannot be self-employed and must have lived in the UK or EU for the past three years to be eligible.

You must be working in a business-related environment and have a passion to work with people.

If you are not currently employed, we will do our best to support you into employment before commencing this apprenticeship.

Listed below are some potential career pathways once you have completed your apprenticeship with us:

Customer Service Assistant

Customer Service Administrator

Customer Service Advisor

Client Relations Associate

Receptionist