Apprenticeship

Customer Service Practitioner, Level 2

Complete an Apprenticeship Expression of Interest Form

Is this course for me?

The role of a 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 customer’s own locality. These may be one-off or routine contacts and include:

Offering advice, guidance and support
Meet-and-greet
Problem solving
Dealing with orders
Payments
Service recovery
Gaining insight through measuring patient satisfaction.

You may be the first point of contact and work in any sector or organisation type.

This standard provides an excellent stepping stone to the Level 3 Business Administration Apprenticeship.

Study Overview

This course will work to improve both your skills and knowledge.

You can expect the course to develop your knowledge on areas such as the below:

Customer knowledge
Understanding the organisation
Regulations and legislation
Systems and resources
Your role and responsibility
Customer experience
Service knowledge

Additionally, the course will enhance your skills in areas such as the below:

Interpersonal and communication skills
Personal organisation and presentation skills
Dealing with customer conflict and challenge

Progression and Employment Opportunities

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Full-Time Courses in Business

Gateway Level 1 Diploma: Business and Retail Qualification	1 year
Gateway Business and Employability Skills for Progression, Level 2	1 year
Enterprise and Entrepreneurship, Level 3	2 years
T Level in Finance (Specialism in Insurance Practitioner), Level 3	2 years
T Level in Legal Services, Level 3	2 years
T Level in Management and Administration (Specialism in Team Leadership and Management), Level 3	2 years
T Level in Marketing, Level 3	2 years

Adult Learning in Business

CIPD Level 5 Associate Diploma in People Management	View Details
Project Management Skills Bootcamp with APM Fundamentals Qualification (Online)	8 weeks

Apprenticeships in Business

Customer Service Practitioner, Level 2	1 year
Business Administrator Apprenticeship, Level 3	18 months
Customer Service Specialist, Level 3	15-18 months
HR Support, Level 3	12-18 months
Team Leader, Level 3	15-18 months
Artificial Intelligence (AI) and Automation Practitioner Apprenticeship, Level 4	18 months
Associate Project Manager, Level 4	18 months
People Professional Apprenticeship, Level 5	22-25 months

Unsure what course to study? Let us help you! Call 01245 293031

Course Details

Attendance: AP

Duration: 1 year

Days:

Delivered in the workplace

Level: Intermediate (Level Two)

Start Date: Enrolments throughout the year – no fixed start date

Entry Requirements:

If under the age of 19, GCSE grades 9-1 OR Level 1 or Level 2 Functional Skills qualification in English and Maths.

If the apprentice has not achieved the equivalent of Grade 4 GCSE Maths and English, they will be expected to study towards this during their apprenticeship programme.

For further entry requirement information, please email apprenticeships@chelmsford.ac.uk as these can vary by individual.

Method of Assessment

At the end of your apprenticeship, you will need to undertake an end point assessment as detailed below.

The end point assessment can only be triggered after 12 months of starting the apprenticeship and consists of 3 elements:

Apprentice Showcase with interview – evidence will be gathered to meet set criteria in the form of a written report or a recorded audio presentation. You will have an interview about their showcase which will last 15 to 30 minutes.
Practical observation – the independent assessor will attend the workplace at a pre-arranged date and time and will observe you completing your normal job role, to evidence your skills and behaviours with customers. The observation will last 1 hour to 1 hour 30 minutes.
Professional Discussion – this method of assessment will allow you to demonstrate a range of skills across a number of criteria from your experience in your customer service role. The professional discussion will last 30 minutes to an hour.

Course Fees

If you are over the age of 19 your employer will need to make a contribution to the cost of your training. This discussion will take place between the employer and the Employer Engagement Advisor.