Customer Service Practitioner - Apprenticeship Level 2 (T2000)

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• Overview

  Customer Service Practitioners need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. They will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

• What will I study?

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

  Key Skills

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

  Key Behaviours 

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code and professional language
  • ‘Right first time’

• Where will I study?

  • Online learning
  • Regular one-to-one online meetings and workplace observations with your Skills Coach
  • You will need to spend at least ½ a day per week completing your ‘off the job’ training/work

• English and Maths

  You will only need to complete English and Maths Functional Skills if you are unable to provide evidence of your GCSE qualifications or if your existing grades are just below the required entry requirements.

  Apprentices who began their apprenticeship training when aged 19+ will no longer be subject to the mandatory requirement to study towards and achieve English and maths. However, for apprentices aged 19+, the apprentice or their employer can still choose for the apprentice to study towards an English and maths qualification.

  The Functional Skills programme runs as an addition to the time you are already required to spend doing your off-the-job training. Following a thorough assessment process, we will select a learning plan suitable for you, which will be either 2-weeks full-time or 12-weeks (one day per-week) each for English and/or maths.

  If a subject needs re-sitting, this will be additional time in the classroom on top of your learning plan.

• Entry Requirements

  A minimum of two GCSEs at Grade 3/2 (D/E) or above, including English and maths.

• How will I be assessed?

  At the end of your Apprenticeship you’ll go through an end-point assessment (EPA) and be graded a pass or distinction based on a:

  1. A portfolio of work which you put together throughout the duration of the Apprenticeship followed by a question and answer session
  2. A practical workplace observation to demonstrate your skills, knowledge and behaviours
  3. A professional discussion to assess your knowledge and competence

• What can I do next?

  Level 3 Business

  Level 3 Assistant Accountant 

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