Customer Service Practitioner Apprenticeship

Level 2 Intermediate Apprenticeship Standard

a woman serving a female customer in a store

Overview

As a Customer Service Practitioner, your core responsibility will be to provide a high-quality service to customers in the workplace, digitally, as well as out in 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, aftercare, 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’ll 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.

How to apply

Contact us

Our expectation is that all Apprentices should already possess English and Mathematics GCSE grade D/E, 2/3 or equivalent. However, we will consider applicants without these grades subject to an initial assessment with one of the Apprenticeship Team.

A fully work-based Apprenticeship. Full delivery of the Apprenticeship takes place with your Apprenticeship Assessor visiting you and your Mentor in your place of work on a monthly basis. 

Typical Course Duration: 12 months & 1-3 months End Point Assessment period.

Apprentices can be taught via classroom delivery, work-based learning/assessment and vocational “on and off the job training”. This is always dependent on the course, the preferences of the business and the wishes of the learner. 

Apprentice showcase, practical observation and professional discussion.

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. You could also progress onto a Level 3 Customer Service Specialist or Leadership and Management programme.

Opportunities may exist to gain professional accreditation in your chosen field post completion of the qualification. Your Assessor will support you with information on gaining professional accreditation. 

As we work with Apprentices that are already employed, if you attend our day release programmes you will mix with a diverse range of businesses with Apprentices in the same sector.


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