Customer Service Practitioner

The primary role of a customer service practitioner is delivering high quality products and services to customers, demonstrating excellent customer service and knowledge of products and services, interacting with customers face-to-face, telephone, post, email etc. The apprenticeship is suitable for those looking to develop their skills, whether they are a new employee wanting to learn and progress, or existing employees looking to retrain or upskill within their industry. 

Learning and Skills Content: The Programme Brief

  • Level 2
  • Duration: 12 months
  • Blended approach to delivery which will include workplace coaching, online bite-sized learning via Microsoft Teams, webinars and telephone support
  • Development of the learner’s knowledge, skills, behaviours relevant to the job role
  • Level 2 functional skills where appropriate
  • End-point assessment preparation
 

The Learner Journey:

This is when the individual will learn the skills, knowledge and behaviours which will support them for their end-point assessment. The apprentice will undertake a combination of activities, such as group and individual learning-based sessions, specialised mentoring, shadowing, bespoke resources and off-site visits in order to support their learning and development.

After 12 months teaching and learning, you, your training provider and the learner will review the learners journey and decide whether it is the right time for the on-programme assessment.

This is when the learner will need to demonstrate they have learned the required knowledge, skills and behaviours, through a scenario-based knowledge test, a competency-based interview, an evidence-based portfolio and a professional discussion relating to the evidence of competence and achievement in the apprentice role.