Customer Service Practitioner Apprenticeship

Upon successful completion of this course you will achieve a Level 2 Customer Service Practitioner Apprenticeship Standard

Understanding the organisation - purpose of a business and what is a brand promise. Organisation’s core values and the service culture. Internal policies & procedures and digital media policies. Legislation and regulatory requirements that affect your business.

Meeting regulations and legislation - Know the appropriate legislation and regulatory requirements. Your responsibility in relation to this and how to apply it when delivering service.

Systems and resources - how to use systems, equipment and technology to meet the needs of your customers. Types of measurement and evaluation tools available to monitor customer service levels.

Product and service knowledge - products or services that are available from your organisation and keep up to date.

Influencing skills - Provide clear explanations and offer options in order to help customers make choice that are mutually beneficial to both the customer and your organisation.

Personal organisation - Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Dealing with customer conflict and challenge - Demonstrate patience and calmness. Show you understand the customer’s point of view. Use appropriate signposting or resolution to meet your customers’ needs and manage expectations Maintain informative communication during service recovery.

Developing self - Take ownership for time keeping, your service knowledge and skills up to date. Consider personal goals and propose development that would help achieve them. 

Being open to feedback - Act on and seek feedback from others to develop or maintain personal service skills and knowledge.

Team working - Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice. Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Share personal learning and case studies with others, presenting
recommendations, and improvement to support good practice.

• Group work
• Portfolio workshops
• Theory sessions

• Progress reviews including employer and College representative
• Feedback on evidence assignments
• Mock observation
• Mock professional discussion
• End point assessment
  • Knowledge based exam
  • Showcase of evidence
  • Professional discussion/interview

Successful completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. 

Individuals who have not yet achieved a Level 2 in English and/or Maths will be taught this alongside their course to work towards achieving their Level 2, enabling you to progress your career in the future.

For those who have achieved their Maths & English at Level 2, these skills are embedded within course content.

Your employer will pay you Apprenticeship National Minimum Wage as a minimum, in line with national minimum wage regulations. Your rate of pay will be agreed with your employer.