Customer Service Practitioner Level 2
Attract great talent, upskill your teams and plan for your future
Suitable for both new and existing employees
Who is the Customer Service Practitioner for?
The customer service practitioner apprenticeship is for those that 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. You may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Study Mode
Online with tutor led sessions
Blended learning with online and face to face sessions and support (at the employers premises)
There is an End Point Assessment for this Apprenticeship - This is when the Apprentice will demonstrate they have learnt the required knowledge, skills and behaviours.
Typical job roles
Customer focused job roles in any environment including contact centres, retail, webchat, service industry or any customer service point.
Duration
16 Months (Depending on experience)
Start Date
Any time
Qualifications to be awarded
Customer Service Practitioner Level 2 Apprenticeship
Functional Skills (if required)
Professional registration
Apprentices will be able to join the Institute of Customer Service as an individual member at professional level.
What skills and behaviours will be developed?
Interpersonal skills
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge
Developing self
Being open to feedback
Team working
Equality
Presentation
Right first time
What knowledge will be learnt?
Knowing your customers
Understanding your organization
Meeting regulations and legislation
Systems and resources
Your role and responsibilities
Customer experience
Product and service knowledge
Progression Opportunities
Progression into further Customer Service roles in a variety of industries as well as management roles.
How much does the Customer Service Practitioner cost?
This programme costs £3,500 and is covered through a companies Apprenticeship Levy. If an employer does not pay into the levy they will only pay £175 if they have more than 50 employees or if the apprentice is aged 19+. Employers with less than 50 staff receive full funding if the apprentice is aged 16-18.