Customer Service
Level 2

Course Overview

The role of a Customer Service Practitioner is to deliver high-quality products and services to the business’s target audience. Your primary responsibility will be to offer a helpful service to customers. This service will be provided from the workplace, digitally, or through going out to the customer’s location. 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, aftercare, service recovery, or gaining insight through measuring customer satisfaction. As a customer service practitioner, 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 business. As a result, you will demonstrate excellent customer service skills and behaviours, as well as product/service knowledge when delivering to your customers. You will provide a service in line with business standards and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations, such as face-to-face, telephone, post, email, text, and social media.

What & How you'll learn

End Point Assessment​

The End Point Assessment (EPA) will only commence once the Employer, Apprentice, and Protocol Consultancy Services are confident that the apprentice has developed all the knowledge, skills, and behaviours defined in the apprenticeship standard. Evidence of this will also be visible throughout the progress review meetings and records. The independent EPA ensures that all apprentices consistently achieve the industry-set professional standard. The EPA can commence at any point once the apprentice is competent and after the twelve-month minimum period of learning and development. However, before the independent EPA can take place, the apprentice must have completed their functional skills components in English and Maths.

course Details:
Learning Requirements:

This apprenticeship requires the development of the following professional knowledge, skills, and behaviours:

Off the Job (OJT)

The apprentice must receive off-the-job training for a minimum of 20% of the time they are paid to work.

There are many activities that can be calculated towards the OJT Hours, Such as:

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Customer Service Practitioner Level 2