LEVEL 2

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?

Register with us