Customer Service Practioner L2
Apply to this course now
6 hours per week
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 by 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, aftercare, 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.
What You’ll Learn
The apprenticeship programme will require you to develop your skills, knowledge and behaviours in a professional environment and achieve a series of standards to prove your competence and skill.
You will be covering the following units:
- Understanding Your Employer Organisation
- Understanding How to Deliver High-Quality Customer Service
- Understanding Personal Effectiveness in a Customer Service Work Environment
- Understanding Communication in a Customer Service Environment
- Communicating with Customers Effectively
- Delivering High-Quality Customer Service
- Handling Customer Conflict and Challenge
- Managing Personal Effectiveness in a Customer Service Job Role
Must be 16 and over before August. An apprenticeship is a job with training. You will be employed at least 30 hours a week, with 80% of your working hours in your day-to-day role, and the remaining 20% of your time engaged in training or study.
How you will be assessed?
Your knowledge and understanding will be assessed using the assessment methods. Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning.
English & Maths
Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.
End Point Assessment
End-point assessment (EPA) is the final stage that an apprentice goes through to complete their apprenticeship. The apprentice must show their learning to an independent end-point assessor and the grades available are distinction, pass or fail.
Apprentice Showcase – After a minimum of 12 months on-programme learning
Practical Observation – Minimum of 1 hour
Professional Discussion – 1 hour
Course and Career Progression
Your tutor will advise you on progression. You can progress to further study a higher level course or another course at EBCF. Careers Information, advice and guidance is also available at EBCF.