Customer Service Practitioner Apprenticeship Level 2

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.

Knowledge:

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge

Skills

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

Behaviours:

• Developing self
• Being open to feedback
• Team-working
• Equality
• Presentation and “right first time”

Apprentices will be required to have or achieve Level 1 English and Maths Functional Skills.

On-programme: Assessor workplace visits and assessments, day-release and completion of tasks.

Qualification Attached: No                       

End Point Assessment:  Apprentice Showcase, Professional Discussion and Practical Observation.  

This is externally set and marked by an independent body within an independent assessment structure.