« Go Back

Apprenticeship - Customer Service Practitioner - Level 2Apply Now »

Course Image
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.

 

 

 

Did you find the course information on this page useful?

 

Rufaro Hwindingwi

Rufaro Hwindingwi

Rufaro’s enrolment day leads to a job and future in business

When teenager Rufaro Hwindingwi left school after her GCSEs, she was unsure which career was right for her.

The teenager went to a Derby College enrolment day with an idea that business might be a good path to follow. Now she is studying Level 2 business and has a part-time job with award-winning Derby estate agents Hannells.

She also has her sights set on Business at Level 3, before going on to university to a take a Business Management Degree and then a Masters.

But Rufaro, 17, explained that initially she planned to follow her mother into health and social care...but the subject was not her main passion.

She liked the style and content of Derby College's module based Level 2 business course saying she prefers coursework to exam-based learning.

Rufaro said she has studied eight units, with areas including the techniques and purpose of branding and the value of brand recognition, as well as how to be professional online, on the phone and face-to-face.

She has also learnt about managing cashflow, cashflow forecasts and how to analyse break even graphs and charts.

As part of her studies, Rufaro had two weeks' work experience with Hannells Estate Agents through its Academy link with Derby College.

Hannells area sales manager Victoria Downing said: "Derby College's business course is designed to prepare students for the workplace. Rufaro really was outstanding. We were able to have a conversation about her working part-time with us, because we had an unfilled vacancy, and it's great to have her with us."

Derby College's Employer Academy programme aims to boost students' employability skills and job prospects as well as giving employers the opportunity to shape the college curriculum.

It also reduces employers' costs for recruiting young people into job and apprenticeship roles after their College course.

I'm going to continue with Hannells and then go onto Level 3 in business at Derby College. That's my next step. Then I'm thinking of a Business Management degree at Birmingham City University or the University of Birmingham. I think Business Management may be a base for another course, maybe a Masters.

Go to top