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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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Daniel Ranby

Daniel Ranby

Business student turned entrepreneur

Daniel Ranby is pursuing his dreams in the business world, and doing a good job of catching them up. The former Derby College student told our Alumni Team about his time at College, his latest business venture and his tips to succeed in business.Daniel graduated from Derby College with a Business Studies qualification under his belt and plenty of ambition."The Business Studies course made me more open minded. It was my initial insight into what is really involved in running my own business and what it takes to succeed." Daniel had big plans for his future, but it wasn't until he started studying that he was able to begin shaping them into something that could make money.Today, our entrepreneurial former student runs his own extremely successful business, which he built from scratch. Commercial Consultants is a recruitment consultancy specialising in the engineering, operations and business management sectors of the transport industries. "I started my business with only two computers. My ex-business partner put in £800. I've been running the business for eleven years now and I bought out my partner four years ago. I have full control over all aspects of the business, from the profit and loss to the planning and strategy."Daniel describes his journey as "Starting up from a blank piece of paper and having to make everything happen from scratch," something which he is understandably proud of, but more so because his business is now "achieving over 3.5 million in revenue." We asked Daniel what it takes to succeed in the business world: "A lot of drive is required and the ability to bounce back is a must." He is currently looking forward to starting another business.

"I always wanted to run my own business, and Derby College gave me the insight I needed."

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