What You Will Study
The Level 2 Customer Service Practitioners standar includes knowledge, skills and behaviours that will be evidenced throughout the apprenticeship.
Knowledge
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and Resources
- Your role and responsibility
- Customer experience
- Product Service and Knowledge
Skills
- Interpersonal Skills
- Communication
- Influencing skills
- Personal Organisation
- Dealing with customer conflict and challenge
Behaviours
- Developing self
- Being open to feedback
- Equality
- Presentation
- “Right first time”
If you do not already have a GCSE at Grade 9-4. in these subjects you will be required to study Functional Skills at the appropriate levels. Most employers look for ability in these areas and the majority of university courses require you to have maths and English GCSEs at Grade 9-4.
Completion of the qualification and functional skills will lead to End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your learning. This is conducted by an Independent End Point Assessor from City and Guilds.
- Attendance Expectations
This is a work-based course, although you may be required to attend sessions to learn theoretical concepts relating to customer service, in agreement with your employer.
- How You Will Be Assessed
Assessments will take place both in the workplace and at the College, using an online e-portfolio.
Prior to commencing your apprenticeship, you will complete an online induction which includes an assessment of your Maths and English skills to determine your current abilities, and an introduction to your e-portfolio.
During your apprenticeship you will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace.
After on programme learning is completed, you will complete the End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your development. This is conducted by an Independent End Point Assessor from City and Guilds.
- Entry Requirements
GCSE Grade 9-4 in English and Maths.
OR
Certificate evidence of English and Maths at Level 2.
If you do not have these, we can support the development of your English and Maths skills through completion of Functional Skills in the relevant subject and one-to-one support.
- Fee Information
Please contact the Apprenticeship Recruitment Team on 01924 789469 or email
This email address is being protected from spambots. You need JavaScript enabled to view it. - Further Study
Successful completion of this apprenticeship will allow you to progress to studies at Level 3 and above. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Marketing, to give some examples.