Customer Service Practitioner Apprenticeship – Level 2

The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation.  The 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. The apprentice may be the first point of contact and could work in any sector or type of organisation. 

The apprentice’s actions will influence the customer experience and their satisfaction with your organisation.  They will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. 

The apprentice will provide service in line with your organisation’s customer service standards and strategy and within appropriate regulatory requirements.  The customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media communication.

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

They should also have GCSE in Maths and English at grades A-D (9-3) or an equivalent qualification.

They must achieve Level 2 English and Maths prior to taking the End Point Assessment.

As an employer working with Derby College Group, you will be required to offer support and guidance to ensure that the apprentice can achieve the qualification. You will support on-the-job training and offer relevant experience. The apprentice will be required to build on the skills learnt in both College and in the workplace. 

As the employer, you are required to be involved in all learning reviews and to set work objectives for the apprentice to ensure they achieve the qualification. 

You will work with the College to carry out a continuous review of the evidence generated by the apprentice as part of the on-programme assessment process. You will also decide on the timing of the final assessment with the support of the College.

If the apprentice is required to complete Functional Skills, they may need to attend block release at the College.

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

Customer Service Practitioner Apprenticeship – Level 2

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

The End Point Assessment involves:

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

Through discussions with your nominated assessor, this apprenticeship can be delivered fully in the workplace. 

There may be a requirement for a Functional Skills block week to complete the knowledge and test elements of the programme.

You will need to provide your apprentice with any PPE as required to legally and safely undertake their role.

The apprentice could progress to further programmes:

• Customer Service Specialist
• Customer Service
• Team Leading
• Business and Administration

• Call Centre Operative
• Customer Service Advisor

You may already have someone in your organisation or someone who has come to you directly asking for an apprenticeship. However, if you don’t, we have a free recruitment service to help you hire the best candidate for your organisation from our talent pool and can provide external advertising through social media and the National Apprenticeship Service’s website.

If you are an employer and you would like to know more, please email businessenquiries@derby-college.ac.uk or call 01332 387421