Level 2 Customer Service Practitioner Apprenticeship

REQUIREMENTS

• Apprentices aged 16 to 18 at the start of their training are required to achieve Level 1 Maths and English qualification, with Level 2 attempted or GCSEs C/4 or above to complete their apprenticeship, if they do not already hold suitable equivalent qualifications. For those aged 19+ at the start of their training study can also be funded up to an approved level 2 in English or maths or both, achievement is not mandatory and employers can choose to opt out.
• Role must include dealing with customer queries
• 12 months on programme and 3-month window for End Point Assessment.
• ‘Off the job’ training must be provided (278 hours)
• Support from an employment mentor with 4 weekly reviews.

CONTENT

• Knowing your customers
• Understanding your organisation
• Roles and responsibilities
• Relevant legislation and regulations
• Systems and resources
• Product and service knowledge
• Ensuring the customer experience is ‘right first time’
• Positively dealing with customer conflict and challenge
• Effective communication and influencing skills
• Team working
• Professional image

ASSESSMENT METHODS

• Workplace/TEAMs 1-2-1 meetings
• Observations in the workplace.
• Witness testimonies completed by mentor.
• Professional discussions.

APPRENTICESHIP ASSESSMENT

• End Point Assessment will take place in the final 3 months, dependant on learner progress. End Point Assessment will consist of:
  
  • 1  hour workplace observation
  • Professional Discussion underpinned by portfolio of evidence.

Interested in this apprenticeship?