Course overview
Customer Service Practitioner Level 2 Apprenticeship City of Bristol CollegeThe 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.
Start Your Apprenticeship Journey with City of Bristol College
Start your apprenticeship journey with City of Bristol College
Additional information
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.
Course 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?
You will be assigned a work-based assessor who will visit you regularly in the work place to provide support and guidance. You will learn through a mainly work-based route. Your apprenticeship will be delivered within your workplace and online. It is a requirement that you must receive 6 hours per week of off-the-job training, which can consist of shadowing, self-study and work-based training. You will be observed and assessed by your assessor in the workplace engaging in practical activities with the children and routine activities that form part of your role within the setting.
You will provide evidence of knowledge and understanding through written assignments or professional discussions, with your assessor. You will use an e-learning portfolio to present your evidence for assessment.
At the end of your apprenticeship, you will complete an endpoint assessment which consists of an observation with questions, a professional discussion underpinned with a portfolio of evidence and a case study with report, presentation and questioning.
The durtion 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 opportunities
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
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.
There is no cost to you for the end-point assessment.
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