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.