Level 2 Apprenticeship in Customer Service Practitioner

Customer Service

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Course Content

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.

Course Specifications

Awarding Body HABC Highfield
Guided Learning Hours 12 months (this does not include EPA period)
Units Apprenticeship Standard including units within qualification.
Credit Value n/a
Assessment Method This apprenticeship is assessed by portfolio of evidence, including an End Point Assessment.
Course Delivery Online, Paper-based (Monthly workplace visits)
Entry Rrequirements Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Funding £3,500
Progression Opportunities With experience, you could progress to team leader or customer services manager.
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