Apprenticeship Level 2
Customer Service Practitioner
Level: 2
Duration: 12 months
Who is this for: Call Centre, Retail, Sales, Holiday Services, Maintenance.
How to Apply: Speak with your line manager first.
About
The role of a customer service practitioner is to deliver high-quality services to customers. Duties may be one-off or routine and typically include dealing with orders, and payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, or gaining insight through measuring customer satisfaction.
If you feel that you this sounds like your next step of development, then this could be the ideal apprenticeship for you.
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Knowledge, Skills and Behaviours
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Knowing your Customers
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​Understanding the Organisation
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​Meeting regulations and legislation
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​Systems and resources
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​Your role and responsibility
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​​Customer experience​
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Interpersonal Skills
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Communications
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Influencing Skills
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Personal Organisation
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Dealing with customer conflict and challenge
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Developing Self
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Being open to feedback
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Team working
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Equality-treating all customers as individuals
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Presentation-dress code
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Professional language
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Assessment
The End Point Assessment will only commence once the employer, apprentice and EDN Training Consultant are confident that the apprentice has developed all the knowledge, skills and behaviours defined in the apprenticeship standard and clearly evidenced by the programme progression review meetings and records.
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1. Apprentice Showcase
The apprentice showcase is compiled after 12 months of on-programme learning. The apprentice showcase enables apprentices to reflect and present examples of their development over the whole on-programme period.
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2. Practical Observation
The practical observation will be pre-planned and scheduled to when the apprentice will be in their normal place of work and will be carried out by the Independent Assessor.
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3. Professional Discussion
The professional discussion will be a structured discussion between the apprentice and the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of knowledge, skills and behaviours.
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4. Completion
The Independent end assessor confirms that each assessment element has been completed. The overall grade is determined by the independent end assessor based on the combination of performance in all assessment activities.