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Apprenticeship - Customer Service Practitioner - Level 2Apply Now »

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Level: 2

Location: Workplace

Years: 1

Interview: Y

Course Summary

The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation.  Their core responsibility will be to provide a high quality service to customers which can 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 and 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 could work in any sector or type of organisation.

As an apprentice, your actions will influence the customer experience and their satisfaction with the organisation.  You need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You will provide service in line with your organisation's customer service standards and strategy and within appropriate regulatory requirements.  Customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media communication.

Entry requirements

You should have good personal skills and experience of working with customers in some capacity. 

You should also have GCSE in Maths and English at grades A-D or an equivalent qualification.

You must achieve Level 2 English and Maths prior to taking the end-point assessment.

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/Attitude:

  • Develop self
  • Being open to feedback
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code and professional language
  • Right first time

How will I be assessed?

You will be assessed via observations, work products, witness testimonies and questions.

End-point assessment will include:

  • Apprentice showcase - 65%
  • Practical observation of one hour - 20%
  • Professional discussion of one hour - 15%

 

Are there any additional costs or specialist equipment required?

You will be provided with any Personal Protective Equipment as required to legally and safely undertake your role.

What can I do after this course?

You can progress to a further programme such as the Apprenticeship in Customer Service Specialist.

 

 

 

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Curtis Monkman

Curtis Monkman

Business student Curtis relishes role of student ambassador


Curtis, 18, didn’t like school much and left early because he was being bullied, but he couldn’t be happier on his full-time college course.
Curtis, who is 18 and from Heanor, is currently studying Level 1 Business but plans to take more qualifications in English and Maths so he can achieve his ambition of working for the ambulance service. Inspired by his dad, who was in St John Ambulance, Curtis has recently been on an induction with the first aid charity.
In fact, Curtis felt so keen to promote the college to other students that he went on the Roundhouse website and applied to be a student ambassador. It’s a role he is finding very rewarding, and during November he will be among college representatives going into local schools to talk to potential students and their parents about the what the college has to offer.
As a student ambassador Curtis also helps at college open events, welcoming people to the Roundhouse and showing them where they need to go.
 

I wasn’t happy at school but it’s completely different at college. I like everything about it.


I’ve made lots of friends since coming to the Roundhouse and I’d say that one of the things I like best about Derby College is meeting new people and getting to know them.


The lecturers are great too. They’re there to help if you need it but they let you get on with it and work out things for yourself.

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