Customer Service Practitioner Level 2

This apprenticeship standard will equip apprentices with excellent customer service skills that are assets to many job roles across a number of industries such as retail, call centres, financial services, retail, hospitality and leisure.

Apprentices will need to be able to communicate with a variety of people and be able to answer questions, handle complaints and give out information in a friendly and positive way.

Successful completion will lead to eligibility to join the Institute of Customer Service as an individual member at Professional Level

Delivery model: Workplace delivery and a structured scheme of work

Duration: 15 months plus up to 3 months for end point assessment

Ideal for:

• Customer Service Assistant

• Receptionist

• Shop Assistant

The apprenticeship will cover the following core areas:

• Understanding internal and external customers

• Building trust with customers

• Legislation and regulatory requirements

• Organisation skills

• Understanding the customers point of view

• Personal service skills and knowledge

• Personalised customer Service

End Point Assessment

The End Point Assessment will test the entire Standard, and be undertaken as follows:

• Apprentice Showcase - The apprentice showcase is compiled after 12 months of on-programme learning. The Apprentice Showcase enables apprentices to reflect and present examples of their development over the whole on-programme period.

• Practical Observation - The practical observation will be pre-planned and scheduled to when the apprentice will be in their normal place of work and will be carried out by the Independent Assessor. The observation should enable the apprentice to evidence their skills, knowledge and behaviour from across the standard to demonstrate genuine and demanding work objectives.

• Professional Discussion - The professional discussion will be a structured discussion between the apprentice and the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of knowledge, skills and behaviours. The professional discussion will need to take place in a suitable environment and should last for a maximum of one hour.

Components

• English Functional Skills

• Mathematics Functional Skills

Benefits for learners

• Apprentices are paid at least the apprenticeship minimum wage with many employers paying more

• Gain a nationally recognised qualification that can lead to higher education as well as full time employment

• Understand Customers

• Gain genuine, consistent work experience

• Getting into employment earlier means there is potential for you to progress in your career quickly

Entry Requirements

GCSE's in English and maths - Grade 9-1 (A-G) or Level 1 Functional Skills equivalent

What's Next?

Completers may want to progress to Customer Service Specialist Apprenticeship Standard