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Customer Service Practitioner

Level: 2
Typical Duration: 12 months

Possible Job Role: Customer Service Practitioner, Customer Service Support, Customer Service Officer

Course Overview

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be 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. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Qualification Achieved

On completion of this apprenticeship, you will hold a Level 3 Apprenticeship in Customer Service Practitioner. Other qualifications achieved include:

  • Level 1 or 2 Functional Skills Mathematics
  • Level 1 or 2 Functional Skills English

Progression

The role may act as a gateway to further career and training opportunities, including, but not limited to:

  • Level 3 Customer Service Specialist Apprenticeship
  • Customer Service Administrator
  • Customer Service Support

Learning & Assessment

Each apprentice will have their own dedicated tutor who will conduct monthly remote tutorials and reviews, providing continuous support throughout the apprenticeship program. Depending on the apprentice’s needs, the frequency of these sessions may vary.

End Point Assessment

Each apprentice must undergo an independent end-point assessment to determine the outcome of their apprenticeship. The assessments will evaluate the knowledge, skills and behaviours gained during their programme. The methods in which this apprenticeship is assessed are:

  • Apprentices showcase
  • Practical observation
  • Professional discussion

Entry Requirements

Individual employers may set their own criteria for this apprenticeship.

Hire an Apprentice

We can work with you to source a suitable applicant for your organisation or you can up-skill your existing employees. If the employee is under 19 and your business has fewer than 50 employees, there will be no cost for the training. If they are over 19 and/or your business has over 50 employees then you will contribute 5% towards the cost of the training. For any businesses paying into the levy, all training costs will be covered.

Recruitment

With our Talent Match recruitment service, Talent Bank, we will advertise your vacancy, screen applicants and pre-interview potential prospects in order to ensure you only interview the most appropriate candidates for your vacancy – all free of charge.

E-Portfolio

We offer a dedicated virtual learning platform which allows learners to keep on track of their course. In addition to this, it allows our tutors and employers to keep up-to-date with the progression of learners.

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