Customer Service Practitioner Level 2

Outline

A Customer Service Practitioner represents their organisation in a professional manner, and delivers a high-quality service digitally, or using the customer’s own locality. Their role may include meet-and-greet, sales, service recovery, dealing with orders, payments, and giving advice. You may be the first point of call for your organisation. Your actions will influence the customer experience, so excellent customer service skills and behaviours are required. You may interact by telephone, email, text and social media.

Assessment

It typically takes 12 months to complete the apprenticeship, but this will vary depending on your experience and working pattern.

You will be allocated a Trainer Assessor who will support you throughout the apprenticeship with regular monthly sessions. This is flexible to your requirements; however, contact is available and encouraged outside of this time so each apprentice receives the help they need. Trainer Assessors make good use of digital platforms to support this.

Workshops are available for groups, and can be managed with employers at enrolment.

Practical Period

• New knowledge, skills and behaviours are delivered and assessed by your Trainer Assessor, with the support of your employer

End Point Assessment

The end point assessment is synoptic, and takes place at the end of the apprentice’s learning and development. The requirement is that the end point assessment is completed within three months from the start of the end point assessment period. The end point assessment is made up of the following components:

• A practical observation in the workplace
• The apprentice showcases
• A professional discussion
  

Entry Requirements

Each organisation will have their own entry requirements, and must be able to provide opportunities to work towards this apprenticeship as part of the job role.

Apprentices aged 16-18 must achieve maths and English, prior to End Point Assessment or provide a certificate of prior achievement. For Apprentices aged 19+ maths and English are optional – to be agreed at the start of programme.

Funding may be available to cover this apprenticeship, please contact us for more information on eligibility.

Apply

To add a course to your application, click 'Apply', once you have selected all your courses, click 'My Applications' top right, to continue the application process.