Customer Service Practitioner Apprenticeship

Customer Service Practitioner Apprenticeship

Level: 2
Who is this qualification for?
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.

How long will it take?
Minimum of 12 months

Topics covered
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.
The apprentices’ journey begins with a period of learning, development and continuous assessment which covers the full range of knowledge, skills and behaviours required within the Customer Service Practitioner environment. Knowledge covered includes:
• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

City & Guilds Level 2 Diploma for Customer Service Practitioner
As part of this apprenticeship the learner will complete a standalone qualification for ‘City & Guilds Level 2 Diploma for Customer Service Practitioner’. The objective of the qualification is to support a customer service practitioner role in the workplace, providing the learners the opportunity to learn and evidence their knowledge and skills.

Assessment method
Apprentices are expected to achieve a number of End-point Assessments to conclude their apprenticeship.
•Apprenticeship Showcase
•Professional Discussion
•Practical Observation

English, ICT and Maths
Apprentices will need to achieve Level 2 in English and Maths prior to taking their End Point Assessment if equivalent qualifications have not already been achieved prior to enrolment. Some standards may require ICT.

Off the job training
Apprentices must complete 20% off-the-job training whilst on programme. Specific rules govern this, and it must take place in the apprentice’s contracted hours.

Cost and funding
Eligibility for funding will be established on an individual basis.

01722 332212
01722 332212