Customer Service Practitioner Level 2 Apprenticeship Standard

Duration	12 months
Funding	Maximum funding band is £3,500
Delivery	Workplace assessments, EPA preparation

Role Profile

A Customer Service Practitioner will need to demonstrate excellent customer service skills and behaviours, as well as product and service knowledge when delivering to customers. 

Customer interactions may cover a wide range of situations including face-to-face, telephone, post, email, text and social media.

Entry Requirements

5 GCSEs including Maths and English at grade 4 (grade C) or above preferred.

Apprenticeship Content

This apprenticeship covers the following knowledge, skills and behaviours:

Knowledge:

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge

Skills:

• Interpersonal skills
• Communication
• Influencing skills
• Personal organisation
• Dealing with customer conflict and challenge

Behaviour:

• Developing self
• Being open to feedback
• Team working
• Equality
• Presentation (dress code, professional language)
• ‘Right First Time’ principle

Additional Qualifications Gained

• City and Guilds Diploma for Customer Service Practitioners (Level 2)

Assessment

Apprentices will complete an End Point Assessment, which will assess each of the knowledge, skills and behaviours detailed above.

Assessment consists of three elements:

1. Apprentice showcase
2. Practical observation
3. Professional discussion