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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 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 with customers and work in any sector or organisation type.

Entry requirements

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.

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 skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours/attitude

  • Developing 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?

For each of the three assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship programme. For a distinction to be awarded, apprentices must also achieve a distinction in each assessment method:

  • Apprentice showcase - 65%  (distinction = 70%)
  • Practical observation - 20% (distinction = 80%)
  • Professional discussion - 15% (distinction = 75%)

Are there any additional costs or specialist equipment required?

N/A

What can I do after this course?

You can progress to a Customer Service Specialist Level 3 apprenticeship or potentially advance into supervisory or management roles.

 

 

 

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Hadley Trueman

Hadley Trueman

National acclaim for DCG fashion retail innovator Hadley

Talented DCG fashion business & retail student Hadley Trueman has already seen his concepts win national acclaim.    
 
Hadley, aged 17, received the award for most outstanding work after exhibiting at The Truman Brewery in East London over the summer.    
 
He was among 150 further education students on UAL (University of the Arts London) award body courses nationally, who were selected to perform or display their work at Origins Creative Arts Festival.    
 
Hadley’s use of Instagram to create a live timeline featuring high-end department store Selfridges impressed the judges with its originality.    
 
When he finishes College Hadley is thinking about taking a degree in buying and merchandising, possibly at UAL or De Montfort University in Leicester, where one of his favourite designers, Samuel Ross, studied.    
 
Hadley said: "I’ve always been interested in fashion, but the business side more than the design side.    
 
“After GCSEs I looked at other colleges that are not far from where I live but the level 2 course at Joseph Wright was just what I was looking for."    
 
When Hadley is not at College, he’s gaining valuable work experience at Nottingham clothing store 18montrose as well as marketing his own online unisex streetwear brand asterisk vision.

College is great. The tutors are supportive – they don’t mind if I take the brief and change it to suit my own ideas.

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