Apprenticeship
Customer Service Practitioner Level 2 Apprenticeship
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…
Course 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, aftercare, 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.
Who is this course for?
This course is designed for anyone interested in learning excellent customer service skills and delivering those skills in the workplace, on a daily basis.
What you’ll learn
As part of your apprenticeship you will learn how to effectively communicate with a range of customers.
You will learn how to use IT systems and equipment to assist customers with their needs.
You will gain knowledge of who your customers are, what their needs are, relevant laws and regulations, brand promise and core values.
Entry requirements
Apprentices will be required to have or achieve Level 1 in English and Maths by the end of their apprenticeship if they do not already have a GCSE Grade 1 – 9 in both subjects. Where an apprentice has a Level 1 or equivalent, then they will be required to work towards achieving their Level 2 Functional skills during their apprenticeship.
The duration of the apprenticeship is determined by a number of different factors such as experience and prior learning. The minimum time of an apprenticeship is 12 months with the maximum being identified on an individual basis.
How is the course delivered and assessed?
Apprentices will be required to have or achieve Level 1 in English and Maths by the end of their apprenticeship if they do not already have a GCSE Grade 1 – 9 in both subjects. Where an apprentice has a Level 1 or equivalent, then they will be required to work towards achieving their Level 2 Functional skills during their apprenticeship.
The duration of the apprenticeship is determined by a number of different factors such as experience and prior learning. The minimum time of an apprenticeship is 12 months with the maximum being identified on an individual basis.
Future career and study
This course will equip you with
skills and knowledge of customer service. These will be useful in various workplaces, such as doctors’ surgeries, retail, hospitality and reception areas.
Additional costs
<p>As a City of Bristol College student, you may incur additional costs to attend your course. For example, you may likely need to pay for travel and stationery.</p> <p>There is no cost to you for the end-point assessment.</p>
