Customer Service Practitioner Apprenticeship

LEVEL 2 APPRENTICESHIP 

12 MONTHS | REMOTE LEARNING


Level 2

Remote Learning

12 Months

Overview of the role

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Their core responsibility is to provide a high quality service to customers which will 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, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. They may be the first point of contact and work in any sector or organisation type.

Their 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. They provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Their customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

New or existing employees

The Information Manager apprenticeship is suitable for those looking to develop their skills, whether as a new employee wanting to learn and progress, or existing employees looking to retrain or upskill within their industry.

 

Business benefits

  • Training tailored to your business needs
  • Reduced training costs 
  • Boost employee morale and productivity
  • Give you the competitive edge 
  • Improve profits 
  • Future-proof your business 

Learner benefits

  • Free nationally recognised qualification
  • Earn whilst you learn
  • Alternative to university 
  • Gain practical and relevant experience
  • Fast-track to a career

Apprenticeship delivery

The apprenticeship will be delivered via a blended approach which will include workplace coaching and online bite-sized training with distanced support. This will include:

  • Development of the learner’s knowledge, skills, behaviours relevant to the job role
  • Level 2 functional skills where appropriate
  • End-point assessment preparation

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.