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Customer Service Practitioner - Level 2 Standard

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.

The course includes (but is not limited to) the following Knowledge, Skills and Behaviours:

Knowledge:
Knowing your customers
Understanding the organisation
Customer experience
Product and Service knowledge

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

Behaviour:
Developing self
Presentation (dress code, professional language)
Team working
Equality (treating all customers as individuals)


End Point Assessment (EPA)

In agreement with the apprentice, employer and provider, the apprentice may start the end point assessment at the earliest after 12 months on programme. 

The EPA is synoptic and will consist of the following:
* Apprentice Showcase (65%)
* Practical Observation (20%)
* Professional Discussion (15%)

As part of the apprenticeship framework, reviews are completed every 12 weeks by the assessor where progress is discussed by the apprentice, assessor and employer.

Next: What will I learn?

What will I learn?

The course includes (but is not limited to) the following Knowledge, Skills and Behaviours:

Knowledge:
Knowing your customers
Understanding the organisation
Customer experience
Product and Service knowledge

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

Behaviour:
Developing self
Presentation (dress code, professional language)
Team working
Equality (treating all customers as individuals)

Next: Assessment

How will I be assessed?

End Point Assessment (EPA)

In agreement with the apprentice, employer and provider, the apprentice may start the end point assessment at the earliest after 12 months on programme. 

The EPA is synoptic and will consist of the following:
* Apprentice Showcase (65%)
* Practical Observation (20%)
* Professional Discussion (15%)

As part of the apprenticeship framework, reviews are completed every 12 weeks by the assessor where progress is discussed by the apprentice, assessor and employer.

Next: Career Opportunities?

Career Opportunities

This course provides an excellent introduction to customer service, giving you the skills and knowledge which can link to a variety of industries and job roles, such as reception, sales, call centre staff, office workers, and retail assistants.

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

Next: Entry requirements

Entry requirements

Ideally, you will be employed for a minimum of 30 hours a week in the professional area that your Apprenticeship is in.

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Looking for Employment? See below for what to do next…

- Email apprenticeships@kendal.ac.uk for more information.

- Register your details and search online for vacancies at www.gov.uk/apply-apprenticeship

- Check the College’s website page regularly: www.kendal.ac.uk/apprenticeships/apprentice/

- Make sure your CV is up to date and is relevant to the job industry you are applying to.

- Contact local businesses and see if they have any vacancies available.

Adult fees

£

Next: Apply

Apply for Customer Service Practitioner - Level 2 Standard

Click here to apply

Contact

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