Customer Service Practitioner (Standard Level 2)
| Mode of study | Apprenticeship |
| Duration | Please ring for details |
| Campus | London Road Campus |
| Start date | 1 August 2022 |
| Course code | PLR2UCS (APPO) |
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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.
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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
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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.
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Additional Notes
Typically this takes 12-14 months to complete, depending on your previous knowledge and experience.
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What do I do next?
To be an apprentice you will need an employer who can offer you work and release you for your training. Once you have an employer in place, you can apply online. If after reading this fact sheet, you are still undecided about the course most suitable for you, please drop in to one of our Advice Events, ring the Apprenticeship Team on 01743 260400 or email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Bethan Roberts
Business, English Literature and Sociology
Previous school: Priory School, Shrewsbury
Business is a very interactive course and has really helped with the skills you need to use in a business environment. I am going to university in Liverpool to do Business Management after College.
Charlotte Tobulevicius
HNC in Business
The HNC has provided me with a thorough understanding of business fundamentals, which I have been able to translate into my working life as a Marketing Executive. Having started in this career less than two years ago as an entry level Communications Coordinator, I have already received a promotion and have undertaken increased levels of responsibility.
Josh Smith
Level 3 Extended Diploma in Business
Previous School: Lakelands Academy
I like that the course is assignment based, which suits my skills a lot more than doing exams. There are also a lot of practical elements to the course which I really enjoyed, like doing presentations, creating displays and taking part in class debates. The course has given me a good understanding of how businesses work, and it’s been my steppingstone into employment. I’ve got an apprenticeship in a recruitment business in Shrewsbury set up for after I leave college.
Katie Chatterton
Level 3 Extended Diploma in Business
Previous school: Ercall Wood School
I originally took this course as an all-rounder as I wasn’t sure what I wanted to do after college, however I have really enjoyed the course and am looking at a career in business more seriously now. I am considering going onto the HND course to further my knowledge. Doing the HND at SCG will mean I know other students and have a rapport with the teachers, will not have far to travel and it will cost me a lot less than at university.
Lewis Revitt
Advanced Carpentry and Joinery Apprentice
I have come to the end of my apprenticeship and have gained not only practical joinery skills but also life skills such as organisation and communication. I have learnt how to work safely and well in a team environment. This apprenticeship has been a brilliant way to earn and learn along the way and has set me up with skills and qualifications to carry me through the rest of my working life.
Career Options
Are you an employer?
See how an apprentice can help your business.