Customer Service Practitioner Level 2 Apprenticeship
Why this apprenticeship
If you are passionate about working with customers to deliver a high quality service then this is the apprenticeship for you. It will give you the entry in to working in a wide variety of work environments to interact confidently with internal and external customers.
Your workplace role will be varied and may include skills such as processing payments, providing guidance and support, meeting and greeting, sales, fixing problems or providing aftercare.
You will learn how your actions influence the customer experience and how you can deliver a service through a variety of methods such as face to face, telephone, in writing or via social media.
Demonstrate the desire and enthusiasm to work in a business related environment
What qualification(s) will I achieve?
Upon successful completion of your end-point assessment you will achieve a certificate for a Level 2 standard as a Customer Service Practitioner.
This standard has been designed to deliver the key requirements set within the standard as outlined below. In addition you will also develop skills within reflection and self-development, Prevent modules, how to build a professional portfolio, ICT and employment preparation skills.
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
- Developing self-awareness
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- ‘Right first time’
You will typically work a 37-hour week (to be agreed with your employer) balancing 4 days at work and 1 day a week at your college site working towards a timetable specific to the knowledge skills and behaviours listed above.
Following a minimum of 12 months on programme and completion of all activities outlined in your timetable you will produce a showcase portfolio which you will submit as part of your end-point assessment.
Assessment method 1 – Practical Observation
Opportunity to evidence your skills, knowledge and behaviour from across the standard within a real working environment.
Assessment method 2 – Professional discussion
A structured discussion between the apprentice and the Independent Assessor, following the observation and lasting for a maximum of one hour.
Assessment method 3 – Portfolio
A report to be produced prior to EPA process that covers knowledge and performance based around the customer service environment and workplace.
Where can it lead?
This course is designed to give you the stepping stones you need to secure employment within sales, marketing and procurement. Listed are some suggested career areas you may move into following successful achievement of this standard.
Customer Service Assistant
- answering customers’ questions by phone, email, webchat or face-to-face
- giving quotations and checking product availability
- selling and taking payment
- handling complaints or passing them to a manager
- entering customer information onto a computer database
- tracking orders and giving refunds
This qualification could also encourage you to progress on to appropriate Level 3 qualifications and potential Higher Education in order to gain entry to employment at a higher level.
As a Hull Training and Adult Education learner you have access to our Careers Advice Service. Our advisers are on hand to guide you through options and support you to achieve your full potential. Ask your tutor to make a referral for you.