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Customer Service Practitioner Apprenticeship Level 2

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.

Entry requirements

Individual employers set the selection criteria, but this is likely to include 5 GCSEs, including Maths and English, although some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification. Apprentices without English or Maths at Level 2 must achieve this prior to taking the end point assessment.

Course content

This apprenticeship consists of the following units:

  • Knowing your customers
  • Understanding your organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge
  • Interpersonal skills
  • Communication
  • Dealing with Customer challenges and conflicts
  • Personal organisation

Assessment methods

EPA will be interview on showcase portfolio, discussion and observation.

Qualifications

Level 2 Customer Service Practitioner Apprenticeship.
Further study and career options

Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to the Customer Service Specialist Level 3. You could also progress on to other Level 3 courses, particularly where customer service is an important part of the job, such as Business & Administration, Retail, Hospitality and Travel & Tourism.

Career progression: With additional training, you may be able to progress in your career to roles including customer relationship manager, customer service executive officer, customer service delivery co-ordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.

Course Information & How to Apply

To start this Apprenticeship you will need to be employed in a relevant job role – visit the Apprenticeships section of our website, where you can view our Apprenticeship vacancies. For further information or queries you can email us or call 01234 291747.

LengthStart DateDay(s)FeesLocationCourse Code
TBC Flexible Work-based learning only Free if 16-18yrs. If 19 or over please ring 01234 291000. Cauldwell Street ST0072

Part-time course already started?

Our upcoming 2021-22 part-time courses will be out in May. Get alerted when they're released by selecting your campus of choice below and filling out the relevant form:

Bedford College Enquiry Form

Shuttleworth College Enquiry Form

 

Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

Accessibility
We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

Next steps

To be eligible for an apprenticeship you must either be employed on a full-time contract by an employer willing to support your training or have an offer of employment as an apprentice. Bedford College can help you find a job role with an employer if you don’t already have one.

» Find out more and how to apply

Inclusion
Bedford College actively seeks to promote equality of access to education and training and to provide support where appropriate. Employers are made aware that apprentices have the same rights to protection against discrimination, harassment and victimisation under the Equality Act 2010 as employees. 

Apprentices who have disclosed a disability covered by Equality legislation have the right to request reasonable adjustments in the workplace. We will work with employers to ensure that appropriate adjustments are agreed and established to facilitate this.

At the College we provide additional support for students and apprentices who have a specific learning difficulty or disability.