Customer Service Practitioner Level 2 Standard

Business, Administration and Law

Business, Administration and Law
Business, Administration and Law
We are only accepting one application per candidate.

What will you be working towards?

Code CSP2
Qualification Type Apprenticeship
Qualification Level Level 2
Course type Full Time

Overview

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core 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. 

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.


Details

SKILLS 

Interpersonal skills  

Communication  

Influencing skills  

Personal organisation  

Dealing with customer conflict and challenge 

 

KNOWLEDGE  

Knowing your customers  

Understanding the organisation  

Meeting regulations and legislation  

Systems and resources  

Your role and responsibilities  

Customer experience  

Product and service knowledge  

 

BEHAVIOURS  

Developing self  

Being open to feedback  

Presentation - dress code, professional language  

Team working  

Equality - treating all customers as individuals  

“Right first time” 




How will it be delivered?

Training is undertaken in a number of ways, in order to meet the needs of the learner and employer.  This can be done by attending class sessions in our local training centres (Hull, Grimsby or Scunthorpe) or  using an online platform. 

In addition all sessions are available via our online platform should you miss a session. You will also have meetings with assessors every month to undertake assessments and reviews.

The End Point Assessment will consist of an Apprentice Showcase of your work during the course, an observation and a professional discussion

Entry requirements

GCSE Maths and English grade 4/C or equivalent. Functional Skills will be required if your grades are below 4/C

Looking for employment?  

If you're looking for a customer service role, we can find the right placement for you and deliver this Apprenticeship alongside it. If interested, please call our Business Development Team on 01482 307365 to arrange an interview.  

 

Already employed? 

If you're already employed in a customer service role, please contact our Business Development Team on 01482 307365 to find out whether or not you are eligible to do an Apprenticeship alongside your current job 

Your next steps...

This Apprenticeship can open up a range of further career opportunities and lead to progression onto an Advanced Apprenticeship for example Customer Service Specialist Level 3 or Business Administration Level 3.