Level 2 Intermediate Customer Service Practitioner Apprenticeship
About this course

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. 

What will I learn?

This apprenticeship is broken down into three elements; knowledge, skills and behaviours. 

The knowledge units include:

  • Knowing your customers
  • Understanding the organisation you are working in
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility within your organisation 
  • Customer experience 
  • Product and service knowledge

The skills units include:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

The behaviours units include:

  • Developing self
  • Being open to feedback 
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code, professional language
  • "Right first time"
Entry requirements

Minimum GCSE grade D (or equivalent) in English and Maths. 

All applicants will be required to pass intial assessments in Maths, English and ICT where an entry Level 3 must be achieved for acceptance onto the apprenticeship programme. 

Study, assessment and qualifications

The duration of this apprenticeship will take a minimum of 12 months to complete and is undertaken solely in the workplace. 

Additional costs and information
What could I do next?

Successful completion of this apprenticeship will lead to eligibility to join the institute of Customer Service as an individual member at professional level. 

Apprenticeships and Adult Education Funded Courses
The College’s Adult funded courses and apprenticeships prior to 1st May 2017 and apprenticeships with non-levy paying employers post 1st May 2017, are funded by the Education and Skills Funding Agency and part financed by the European Union through the European Social Fund (ESF). ESF supports activities to extend employment opportunities and develop a skilled workforce.