Customer Service Practitioner – Level 2
The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Course Summary
Course Information for Students
Who is this course for?
The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation. Their core responsibility will be to provide a high quality service to customers which can 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 and 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 could work in any sector or type of organisation.
As an apprentice, your actions will influence the customer experience and their satisfaction with the organisation. You need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You will provide service in line with your organisation’s customer service standards and strategy and within appropriate regulatory requirements. Customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media communication.
Entry Requirements
You should have good personal skills and experience of working with customers in some capacity.
You should also have GCSE in Maths and English at grades A-D (9-3) or an equivalent qualification.
You must achieve Level 2 English and Maths prior to taking the end-point assessment.
What will you learn?
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
Behaviours/Attitude:
- Develop self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code and professional language
- Right first time
How will you learn?
The apprenticeship will be delivered in the workplace and on-site.
What will you need to bring with you?
You will be provided with any Personal Protective Equipment as required to legally and safely undertake your role.
How will you be assessed?
You will be assessed via observations, work products, witness testimonies and questions.
End-point assessment will include:
- Apprentice showcase – 65%
- Practical observation of one hour – 20%
- Professional discussion of one hour – 15%
Where next?
You can progress to a further programme such as the Apprenticeship in Customer Service Specialist.
Who do you contact for more information?
For more information contact Derby College on 0800 0280289 or enquiries@derby-college.ac.uk
Is there any financial support available?
Course Information for Employers
Apprenticeship summary
The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation. The core responsibility will be to provide a high quality service to customers which can 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 and payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. The apprentice may be the first point of contact and could work in any sector or type of organisation.
The apprentice’s actions will influence the customer experience and their satisfaction with your organisation. They will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.
The apprentice will provide service in line with your organisation’s customer service standards and strategy and within appropriate regulatory requirements. The customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media communication.
Are they any entry requirements for my apprentice?
What is required from the employer in the workplace?
As an employer working with Derby College, you will be required to offer support and guidance to ensure that the apprentice can achieve the qualification. You will support on-the-job training and offer relevant experience. The apprentice will be required to build on the skills learnt in both College and in the workplace.
As the employer, you are required to be involved in all learning reviews and set work objectives for the apprentice to ensure they achieve the qualification.
You will work with the College to carry out a continuous review of the evidence generated by the apprentice as part of the on-programme assessment process. You will also decide on the timing of the final assessment with the support of the College.
If the apprentice is required to complete Functional Skills, they may need to attend block release at Derby College.
Behaviours expected within the role
- Capacity to develop self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code and professional language
- Right first time
What qualification will my apprentice gain?
What will the assessment look like?
The apprentice will be assessed via observations, work products, witness testimonies and questions.
The end-point assessment involves:
- Apprentice showcase – 65%
- Practical observation of one hour – 20%
- Professional discussion of one hour – 15%
Will my apprentice need to come into college?
Through discussions with your nominated assessor, this apprenticeship can be delivered fully in the workplace.
There may be a requirement for a Functional Skills block week to complete the knowledge and test elements of the programme.
Is there any specialist equipment required?
You will need to provide your apprentice with any PPE as required to legally and safely undertake their role.
What progression can my apprentice expect after completion of their apprenticeship?
The apprentice could progress to an:
- Apprenticeship in Customer Service Specialist
- Apprenticeship in Customer Service
- Apprenticeship in Team Leading
- Apprenticeship in Business and Administration
What job roles will this apprenticeship be suitable for?
- Call Centre Operative
- Customer Service Advisor
Will the college help me find an apprentice?
You may already have someone in your organisation or someone has come to you direct asking for an apprenticeship, but if you don’t we have a free recruitment service to help you hire the best candidate for your organisation from our talent pool and external advertising through social media and the national apprenticeship services website
Contact us
If you are an employer and you would like to know more, please email businessenquiries@derby-college.ac.uk or call 01332 387421
Career Information
This course could lead to one of these careers...
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Course Information Last Updated On: October 12, 2021 2:23 pm
