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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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Nicole Bullock

Nicole Bullock

Admin team leader Nicole says Derby College ‘put me on my feet’

Teenager Nicole Bullock says Derby College has "guided her life" as it put her on the path towards a career as a mortgage broker.
Former apprentice Nicole was the first person taken on by growing Derby business Create Finance.
The 18-year-old, from Chaddesden, left school with 10 good GCSEs but was adamant she did not want to go to college full-time.
Instead, she jumped at the opportunity of becoming an apprentice administrator with the Full Street-based business.
She said the apprenticeship included studying Business Administration with Derby College and it "fitted me perfectly".
Nicole found the Level 2 NVQ "was relevant to what we were doing here". She said that the units were chosen to best meet the needs of her role.
After passing her NVQ and completing her apprenticeship, Nicole was taken on and then achieved promotion to become Administration Team Leader. She is now looking to take her industry CeMAP exams so she can work as a self-employed mortgage broker herself.
Riverside Chambers-based Create Finance was launched in August 2015 by Derby men Gindy Mathoon, who attended Derby Moor Community College and Karl Yeoman, who went to Allestree Woodlands, along with Pete Mugleston, (correct) who is originally from Nuneaton.
The business has grown to employ 26 people, including the three directors.
Gindy said Nicole, the company's first employee, was now administration team leader and a "role model and mentor for any new or existing administration staff."
He added: "Derby College sources suitable candidates who potentially have the right qualities to work for Create Finance. The administrators are the backbone of the business and without high quality administration we can't grow as a business. We're expanding gradually, and our link with Derby College has allowed us to progress."

I'm grateful to the college – it's put me on my feet and guided my life. Without the college's help I wouldn't have my job here. It's literally put me on the path to my career.


The aim now is to work hard and make as much money as I can. You can be self-employed here as a broker. When I am a bit older, and the company and I both feel that I am ready for it, that's what I'd like to do.

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