Customer Service Practitioner Level 2

Administration

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Overview of Role

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.

For more information on the skills, knowledge and behaviours required to fulfil this role, please visit https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner/.

Entry Requirements

There are no formal entry requirements but each employer might state their own requirements.

Duration

The apprenticeship will take a minimum of 12 months to complete

Delivery

Apprentices will complete work-based learning and will be paid a wage, gaining valuable knowledge and experience. In-house training will be provided by the employer with an Assessor visiting and supporting in the work place. Further training will be provided at the Isle of Wight College, depending on the needs of the learner and the employer. This method of delivery allows for a flexible approach which is tailored to each apprenticeship.

Qualification

Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship.

Assessment

The apprenticeship will end with an End Point Assessment (EPA). This measures the skills, knowledge and behaviours each apprentice has developed. Employers will decide when the apprentice is ready to be assessed.

The End Point Assessment consists of:

  • Apprentice Showcase (65%)
  • Practical Observation (20%)
  • Professional Discussion (15%)

Career Progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Progression from this apprenticeship is expected to be within a supervisory or team leading role. Apprentices may wish to progress to the Customer Service Specialist Level 3 Apprenticeship Standard.

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Medina Way
Newport
Isle of Wight
PO30 5TA
United Kingdom
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