Business & Professional

Introduction

Course Title: Level 2 Customer Service Practitioner Apprenticeship
Course Code: PD025

Department: Business & Professional
Course Type: Apprenticeship



This apprenticeship will provide you with an opportunity to gain excellent customer service skills within your 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.

Overview

Qualification

Level 2 Customer Service Practitioner

Course Content

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.

Entry Requirements

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.

Next Steps

You will have the opportunity to progress on to a higher level apprenticeship standard or to continue working within the industry.

Career Opportunities

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. Apprenticeship
Total Fee Full Cost Total Fee 19-23 Total Fee 24+

Additional Costs

You will need access to a PC/laptop to develop your e-portfolio.

Location & Contact Details

Location

Kingston Maurward College Main Campus | Directions

Helpline

Course Helpline 01305 215215

Email us

Materials Required

Notepad, Pen, Folder, Memory stick, any additional study materials such as textbooks.

Gallery

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