Customer Service Practitioner Level 2 Apprenticeship Standard 2023

The role of a customer service practitioner is to deliver high quality products and services to their organisation’s clients, be it in the workplace, digitally (including over email or social media) or by going out to see the customer.

Your role will include dealing with orders, payments, offering advice, guidance and support, fixing problems and gaining insight through measuring customer satisfaction. You can work in any sector or organisation type.

As a customer service practitioner you may be the first point of contact for the client. Your actions will influence their experience and satisfaction with your organisation, so you will have to demonstrate excellent customer service skills and have in-depth product/service knowledge. Your services must also be provided in line with the organisation’s standards and strategy, and within appropriate regulatory requirements.

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.

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Funding and bursaries

Students if you’re aged over 19 you may be eligible for free tuition depending on the course you want to study, your existing qualifications and your financial circumstances. For more information email info@totton.ac.uk or call 023 8087 4874.

Advanced Learner Loans are available for students who are aged 19 or over. Repayments do not begin until the course is completed and you are earning £25,000 or over. Eligible learners will be enrolling on a level 3 or above course and are a UK or EU national. For further information, visit gov.uk/advanced-learner-loan.

Entry requirements

A minimum of maths and English GCSE grade 3/D or equivalent or the ability to achieve a Level 1 functional skill.
You must achieve Level 1 English and maths prior to taking the final assessment.

Learners with an EHCP will be reviewed on an individual basis

What will I learn?

You’ll learn how to provide customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Work Experience

The apprenticeship is work experience based, so this will depend on the employment contract you agree to.

Modules

You will study a wide range of modules, including units based around the following areas:

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Your role and responsibility

Customer experience

Product and service knowledge

Interpersonal skills

Communication

Influencing skills

Personal organisation

Dealing with customer conflict and challenge

Developing self

Being open to feedback

Team working

Equality – treating all customers as individuals

Presentation – dress code, professional language

“Right first time”

Assessment

You’ll be assessed by:

Portfolio of evidence

Practical observation

Professional discussion

N.B. 20% of the training must be off the job training – details of the elements included in the 20% off the job training are available on request.

Career and Progression

Once you’ve completed this apprenticeship, you can go on to further training, including:

Level 3 Customer Service

Level 2 Team Leading and Supervisor

Level 3 CMI Management
The qualification could lead to further career opportunities in:

Customer Relations

Customer Service Manager

Co-ordinator

Customer Service Team Leader


Contact a tutor

023 80874 874

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