Category: Business Services
Level 2
Customer Service Practitioner
Apprenticeship
Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.
Key apprenticeship information
Title of embedded diploma/qualification:
This apprenticeship standard is set at level 2
Additional Functional Skills:
Level 1 English and maths
Awarding Organisation:
Training Qualifications UK
Qualification duration:
15 months and 12 weeks End Point Assessment
Who is suitable:
Anybody working in a customer orientated position
Non-levy employer contribution (5%) - £175 Levy paying employer contribution - £3500
Funding value and cost:
About your course
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 dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, 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 experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
What is included in the Standard?
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Knowing your customers – understand needs and expectations
Understanding the organization – brand promise and values
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Customer experience – build trust and know why this matters
Product and service knowledge
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Interpersonal skills – building rapport
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge – demonstrate patience, understanding and seek resolution
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Developing yourself – keep your service knowledge and skills up-to-date.
Being open to feedback – act on and seek feedback from others to develop
Team working – share learning with others, make recommendations to support good practice.
Equality – treat customers as individuals. Uphold the organisations core values and service culture through your actions.
Presentation – dress code, professional language
‘Right first time’ – take ownership from the first contact and then take responsibility for fulfilling your promise.
How will your qualification be delivered
Our sector expert staff will support you to achieve the apprenticeship. We have highly skilled and knowledgeable staff with significant experience of working in the industry who will be able to share their experiences and support you. All learning is either on a 1-2-1 basis or small group webinars so you have the best experience possible with Phoenix 4 Training. You will have an eportfolio to gather and store all your evidence to support your apprenticeship.
End Point Assessment
There will be an external assessment at the end of the programme once the apprentice has achieved the ‘gateway’ requirements. The End Point Assessment (EPA) for the Customer Service Practitioner Apprenticeship includes:
Apprentice showcase
Professional discussion
Practical observation
The end-point assessment must be completed over a maximum total assessment time of two days, within an EPA period lasting typically for three months after the apprentice has met the EPA gateway requirements.
What you can do next
Having successfully completed this qualification, learners will have the opportunity to progress to the following: