Customer Service Practitioner (Standard Level 2)
|Mode of study||Apprenticeship|
|Duration||Please ring for details|
|Campus||London Road Campus|
|Start date||1 August 2020|
|Course code||PLR2UCS (APPO)|
Who is it for?
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your main 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.
What does the course involve?
As an Apprenticeship standard, you will be assessed against your knowledge, skills and behaviours.
Knowledge includes – knowing your customer, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibilities, customer experience, product and service knowledge
Skills include – interpersonal skills, communication, influencing skills, personal organisation, dealing with customer conflict and challenge
Behaviours include – developing self, being open to feedback, team working, and equality – treating all customers as individuals, presentation (dress code), professional language and the ‘right first time’ rule
Full details can be found here
How is the course assessed?
Delivered entirely in the workplace, you will be visited regularly by your assessor for the duration of your apprenticeship, assessed against your knowledge and skills in readiness for an independent End Point Assessment.
Typically this takes 12-14 months to complete, depending on your previous knowledge and experience.
What do I do next?
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This course is linked to roles within the NHS.
Are you an employer?
See how an apprentice can help your business.