Level 2 Customer Service Practitioner
You will be required to undertake and have an understanding of a number of different core skills, knowledge and behaviours in order to complete this apprenticeship. These include:
Customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
Communications - including interpersonal, tone of voice and verbal and non-verbal communications
Presentation - including dressing appropriately and using positive and confident language
Using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels
If you do not already hold Level 1 Functional Skills in maths and English (GCSE grade 2 or E), you will need to achieve this level and take the test for Level 2 Functional Skills in maths and English prior to taking the end-point assessment.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
GCSE grade 2 or E in maths and English or level 1 functional skills in maths and English. Entry is subject to a successful interview and you will undertake an initial assessment in maths and English regardless of previous qualifications. You must be working under a suitable and relevant contract of employment for a minimum of 30 hours a week. If you do not have an employer, we may be able to help you find one.
You will have the opportunity to progress on to a higher level apprenticeship standard or to continue working within the industry.
Customer Service Assistant, Customer Service Advisor, Customer Service Trainee and Customer Service Administrator.
Dates & Fees
|Start Date||End Date||Start Time||End Time||Mode of Attendance||Days of the Week||No of sessions|
|We run on demand. Contact us for dates.||Day Release|
|Total Fee Full Cost||Total Fee 19-23||Total Fee 24+|
You will need access to a PC/laptop to develop your e-portfolio.
Notepad, Pen, Folder, Memory stick, any additional study materials such as textbooks.
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