Standard Level 2 Customer Service Practitioner (Available throughout the year)

Course Summary

To enrol onto this apprenticeship, you must have an employer who is willing to support you throughout the duration of your training and end point assessment.
This apprenticeship is ideal for individuals entering customer service roles in sectors such as retail, hospitality, finance, or healthcare.

The apprenticeship focuses on the following course content:

Knowledge
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge

Skills
- Interpersonal skills
- Communication
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge

Behaviours
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- “Right first time”

Entry Requirements

GCSE Grade 3 or above in English or Maths, or equivalent qualification.

How Is It Assessed

The End Point Assessment for the apprenticeship consists of a portfolio showcase, practical observation and professional discussion.

How Is It Taught

During the practical period, you will have training delivered by a Skills Coach in the workplace and will be set tasks to support your off the job learning.

What Could I do Next

On completion of the Level 2 Customer Service Practitioner apprenticeship, to further progress in your career, the following apprenticeships are available to consider: - Level 3 Customer Service Specialist or Level 3 Business Administrator.

What Else Do I Need To Know

You will be assigned a Skills Coach who will visit and support you in the workplace and complete progress reviews in preparation for your End Point Assessment.