Apprenticeship Standard – Customer Service Practitioner Level 2

Who is this programme for?

Those who are in or starting roles with a responsibility to provide high quality customer service to customers, delivered from the workplace, digitally or through going out into the customer’s own locality. It is likely that you will be dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining an insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type. You will demonstrate excellent customer service skills and behaviours as well as the product and/or service knowledge. You provide service in line with the organisation’s customer service standards and strategy within appropriate regulatory requirements. Your customer interactions may include; face-to-face, telephone, post, email, text and social media.

Duration?

This apprenticeship is designed to be delivered over 12-14 months.

How is it delivered?

You will be assigned a tutor who will plan an individual learning programme with you. Your tutor is responsible for training and supporting you to ensure that you have the knowledge and skills to be able to successfully undertake your end point assessment. You will have regular tutorials each month and you will be asked to complete daily/weekly activities using learning resources that are provided for . During your programme, we will collect evidence of the “Off The Job” training you receive during your programme, which can include; online learning; completing activities and questions; work shadowing; mentoring and a range of other activities that can be completed whilst still being within your workplace and which should take place within your working hours. Your manager will be asked to support you with this before you start your programme.

Entry requirements?

You should be aged 16 or over and be working or applying to work with a company where you will be in a role that enables you to have exposure to the responsibilities identified at the beginning of this document. There are no formal qualifications required but you will need to have a minimum standard of level 1 English in order to cope with the requirements of this programme. If you don’t already have a level 2 English and/or Maths qualification, we will train and support you to achieve this as part of your programme. Those with any level of prior education including degrees may wish to apply and we will check your eligibility and suitability.

Progression?

Depending on your circumstances, you may wish to progress on to a level 3 Customer Service or Leadership and Management programme.

Cost?

Apprenticeship Levy paying companies can use their levy to cover the full cost of training and end point assessment. Companies who do not pay the Apprenticeship Levy will contribute 5% of the full value of the programme, the balance (95%) is contributed by the government. Contact us to confirm the value.