Customer Service Level 2 Apprenticeship
Face-to-face contact and telephone, email and digital communication form part of customer service for businesses and other organisations.
Whatever job title or role an individual may have – and regardless of whether they work in public, private or third sectors – the knowledge, skills and behaviours required remain the same, irrespective of the sector or size of the organisation.
Key responsibilities are likely to include:
- liaising with customers and stakeholders
- providing helpful and high-quality information/services
- dealing with enquiries
- resolving complaints
- building relationships both internally and externally
Job titles may include: Customer Service Assistant, Customer Service Agent, Client Services Executive and Customer Service Representative.
Course content
The Customer Service Practitioner Apprenticeship course content includes: Understanding your customers and organisation; Meeting regulations and legislation; Systems and resources; Customer experience; Product and service knowledge; Communication and influencing skills; Dealing with customer conflict and change; Interpersonal skills
Assessment
For the End-Point Assessment, there will be 3 components: a practical observation, a showcase portfolio and a professional discussion. There will be an hour-long observation in the workplace, followed by an hour-long professional discussion, as well as an examination of your showcase portfolio.
How do we support you?
Throughout your Customer Service Practitioner apprenticeship course, we will provide one-to-one contact sessions with your Educator; OneFile eportfolio for tasks, assignments & feedback; regular reviews to track progress and achievement; mock assessments and development feedback; Day Courses to support EPA preparation; 'Prevent' online certificate; Functional Maths and English workshops (if required).
Day Courses
The four remotely-delivered Day Courses cover the knowledge elements that underpin the Apprenticeship Standard.