Business Administration & Support Programmes
Customer Service Practitioner Level 2 Apprenticeship
This Apprenticeship is for anyone providing customer service products and services for businesses and other organisations, including face-to-face, telephone, digital and written contact and communications. Apprentices will learn how to perform a range of service delivery functions, including dealing with orders, payments, offering advice and guidance, problem resolution, aftercare and service recovery. They will gain insight from existing customer satisfaction measures already used within their organisation and use existing customer feedback and measures to gain insight into customer satisfaction, which may include both internal and external customers which can be working online, on-site or travelling to homes and businesses.
Who is it for?
Customer Service Agents, Customer Service Advisors, Customer Service Associate, Customer Assistants, Customer Relations Advisors, Customer Relations Assistants and Customer Service Representatives.
Learning Topics
- Personal Development
- Personal Organisation
- Understanding the Organisation
- Systems and Resources
- Legislation & Regulations
- Teamwork & Communication
- Customer Experiences
Learner Journey
- 10 months on-programme learning + 3 months End Point Assessment period (Portfolio Showcase, Practical Observation and Professional Discussion)
- Monthly virtual classroom lessons/workshops
- Online 121 support from our specialist tutors
- Workplace training, shadowing & mentoring
- End Point Assessment preparation
- Progress Reviews
- 292 hours of Dedicated Learning Time will need to be recorded across the duration of the qualification
In Partnership With
