Customer Service Practitioner Level 2 Standard

Programme

This programme covers:

Knowing your customers
Meeting regulation and legislation
Systems and resources
Your role and responsibilities
Customer experience
Product and service knowledge

This programme is designed to develop:

Interpersonal skills
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge

End point assessment

The end point assessment is the show case of competency for the apprentice across all the knowledge, skills and behaviours. This will include:

Showcase portfolio

Enables learners to reflect and present examples of their development collated over the whole programme.

Practical observation

The practical observation will be scheduled in their normal place of work to evidence their knowledge, skills and behaviours. This will be carried out by an independent assessor.

Professional discussion

Following the observation, a structured discussion between the apprentice and the independent assessor to draw out the best of their energy, enthusiasm, competence and excellence.

Duration

The duration of the Customer Service Practitioner apprenticeship will be 12 months. The minimum duration on programme before an apprentice can take the end point assessment is 12 months.
It is the responsibility of the employer to ensure every apprentice is given 20% of their paid hours as time to learn.

Qualification

Apprentices may be required to take Functional Skills maths and English at Level 1 if they do not already hold the equivalent GCSE grade 2-9 or (old system A* - E). They will be required to take Level 2 English and maths tests prior to completion of the apprenticeship.

Job role

The Customer Service Practitioner is for those who want to learn and understand the key concepts of customer service and how to apply them in the workplace.

Duties will vary between sectors, but in most cases you will be making sure that customers are dealt with in a positive, reliable and pleasant way by offering advice, answering questions or handling complaints.

Additional duties may include:

Resolving problems
Keeping records
Promoting products and services
Working in a team

Delivery

To help the apprentice, there will be a variety in the ways they will learn:

Workplace learning
Flexible start dates
One to one support from assessor to apprentice
Online learning environment to support learning throughout the apprenticeship
Monthly workshops to cover knowledge

Progression

The Level 3 Customer Service Specialist Standard is available.

Link to professional registration

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.