Customer Service Practitioner Standard Level 2

Duration of apprenticeship

15 Months

Apprenticeship overview

The role of customer service practitioner is to 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 customers 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 space experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills, behaviours as well as product and/or service knowledge when delivering to your customers. Your customer interactions cover a wide range of situations and can include: face-to-face, telephone, post, email.

Entry requirements

Candidates will be required to undertake initial assessments in maths and english and achieve a Level 1 outcome on their initial assessment results.

Functional skills

All apprentices will need to undertake functional skills in maths & english at level 2 as a mandatory part of their apprenticeship and must do so before taking the end-point assessment. candidates who have achieved gcse’s or a levels in maths & english A-C will be exempt from having to complete their functional skills with valid proof of their exemption certificates.

Industry qualification

Apprentices will study L2 diploma for Customer Service Practitioners as part of their on-programme training and assessment.

Progression Opportunities

Apprentices who successfully achieve L2 diploma for customer service practitioner, will lead to eligibility to join the institute of customer service as an individual member at a Professional level.

Programme Overview

Apprentices will learn new Skills, Knowledge and Behaviours as part of their job role. Apprentices will benefit from teaching and learning on the job putting their skills into practice. Additionally, apprentices will undertake off the job learning activities and other work-based duties which will contribute to successful completion of their apprenticeship programme. Apprentices will receive regular visits from their training assessors and have access to learning resources to support their learning and development on and off the job.