Level 2 Customer Service Practitioner Apprenticeships

Course Content

• You will be required to undertake and have an understanding of a number of different core skills, knowledge and behaviours in order to complete this apprenticeship. These include:
  
  Customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
  Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  Communications - including interpersonal, tone of voice and verbal and non-verbal communications
  Presentation - including dressing appropriately and using positive and confident language
  Using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels
  
  If you do not already hold Level 1 Functional Skills in maths and English (GCSE grade 2 or E), you will need to achieve this level and take the test for Level 2 Functional Skills in maths and English prior to taking the end-point assessment.
  
  Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Entry Requirements

• GCSE grade 2 or E in maths and English or level 1 functional skills in maths and English.
  Entry is subject to a successful interview and you will undertake an initial assessment in maths and English regardless of previous qualifications.
  You must be working under a suitable and relevant contract of employment for a minimum of 30 hours a week.

Next Steps

• You will have the opportunity to progress on to a higher level apprenticeship standard or to continue working within the industry.

Career Opportunities

• Customer Service Assistant, Customer Service Advisor, Customer Service Trainee and Customer Service Administrator.