Apprenticeships - Level 2 Customer Service Practitioner Apprenticeship

Customer service practitioners 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. This apprenticeship develops the key skills and behaviours required for a customer service practitioner, to support their customer service delivery.

Throughout your apprenticeship, you will be required to record the number of hours you spend learning and training. This will be equivalent to 20% of your working hours for the whole duration of the apprenticeship. This can be achieved through a range of methods, such as work-related training, or self-study within your usual working week. This will be agreed with your employer at the start of your apprenticeship.

You will work with an assessor who will guide you through your programme of learning to produce a portfolio of evidence using e-portfolio, within your workplace.

The Level 2 Customer Service Practitioners standard includes knowledge, skills and behaviours that will be evidenced throughout the apprenticeship.

Knowledge

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and Resources

Your role and responsibility

Customer experience

Product Service and Knowledge

Skills

Interpersonal Skills

Communication

Influencing skills

Personal Organisation

Dealing with customer conflict and challenge

Behaviours

Developing self

Being open to feedback

Equality

Presentation

“Right first time”

If you do not already have a GCSE at Grade 9-4. in these subjects you will be required to study Functional Skills at the appropriate levels. Most employers look for ability in these areas and the majority of university courses require you to have Maths and English GCSEs at Grade 9-4.

Completion of the qualification and functional skills will lead to End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your learning. This is conducted by an Independent End Point Assessor from City and Guilds.

Assessments will take place in the workplace, using an online e-portfolio.

Prior to commencing your apprenticeship, you will complete an online induction which includes an assessment of your Maths and English skills to determine your current abilities, and an introduction to your e-portfolio.

During your apprenticeship you will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace.

After on programme learning is completed, you will complete the End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your development. This is conducted by an Independent End Point Assessor from City and Guilds.

GCSE Grade 9-4 in English and Maths.

OR

Certificate evidence of English and Maths at Level 1.

If you do not have these, we can support the development of your English and Maths skills through completion of Functional Skills in the relevant subject and one-to-one support.

Further study

Successful completion of this apprenticeship will allow you to progress to studies at Level 3 and above. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Marketing, to give some examples.

Career opportunities

This apprenticeship will assist your career progression in customer service, team leading and management, as well as providing opportunities to develop your skills in other business related roles.