Apprenticeships
Customer Service Practitioner
Level 2
Handling day to day queries and providing human resources advice ranging from recruitment through to retirement.
Qualification
Customer Service Practitioner
Qualification Level
Level 2
End Point Assessment Centre
Ofqual
Instruction Language
English
Qualification Duration
12 Months
Included in
Our Green Skills Pathway
Employer Funding & Incentives
Funding
As of the 18th March 2024 the government announced significant changes to apprenticeship funding, aimed at supporting small and medium-sized enterprises (SMEs) in their hiring of young apprentices. Prime Minister Rishi Sunak unveiled plans to eliminate SME co-investment payments for apprentices under the age of 22, alongside increasing the transfer limit of apprenticeship levy funds from 25% to 50%.
Incentives
Employers could get £1,000 each for taking on an apprentice who is either:
- aged 16 to 18 years old, or
- aged 19 to 25 years old and has an education, health and care (EHCP) plan or has been in the care of their local authority
What you can use the payment for
The payment is different to apprenticeship levy funds, so you can spend it on anything to support your organisation’s costs. For example, on uniforms, your apprentice’s travel or their salary. You do not have to pay it back.
Included in the Green Skills Pathway…
As part of our commitment to the environment, we are proud to offer an exciting opportunity for our apprentices. With every apprenticeship, learners will receive full funding to study our level 2 sustainability and environmental awareness short course, completely free of charge! Discover more about this fantastic course by clicking here.
To read the full Apprenticeship Standard: Click here
Who is this course suitable for?
The Customer Service Practitioner Level 2 programme is ideal for individuals who are passionate about delivering high-quality service and want to build a career in customer-facing roles across various industries. It equips learners with the essential skills, knowledge, and behaviours needed to provide exceptional customer experiences.
Role Profile (what the successful candidate should be able to do at the end of the 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 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.
These are the personal attributes and behaviours expected of all Customer Serive Practitioners carrying out their roles
- Developing Self
Takes full ownership of keeping service knowledge and skills current. Proactively sets personal goals and seeks out opportunities for development that will enhance service delivery and professional growth. - Being Open to Feedback
Actively seeks and embraces feedback from colleagues, customers, and supervisors in order to refine and improve personal service skills and product knowledge. Uses feedback as a tool for continual development and improvement. - Team Working
Collaborates effectively with team members to ensure efficient service delivery, maintaining open and consistent communication. Shares insights, learning experiences, and case studies to help others improve and support the implementation of best practices. - Equality – Treating All Customers as Individuals
Treats every customer as an individual, ensuring personalised service that meets their unique needs. Demonstrates a commitment to the organisation’s core values and service culture, upholding these principles in every interaction. - Presentation – Dress Code, Professional Language
Exhibits pride in their role through professional attire and confident, positive communication. Ensures that personal presentation and language align with the company’s standards for customer-facing professionals. - “Right First Time”
Strives for clarity in communication to ensure a thorough understanding of customer needs from the outset. Manages customer expectations effectively, takes ownership from the first point of contact, and follows through to deliver on promises, ensuring high-quality service every time.
Course Costs
This course is funded by the UK Government. The value of this training is:
£3,500.00
5% Employer contribution
£175
End Point Assessment Cost (Paid by Kiwi)
TBC
96
Students saved up to 50% on their fees
96 Students saved up to 50% on their fees
Course content
OCCUPATIONAL BRIEF OF STANDARD
KNOWLEDGE
Knowing your customers
- Understand who customers are.
- Understand the difference between internal and external customers.
- Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
Understanding the organisation
- Know the purpose of the business and what ‘brand promise’ means
- Know your organisation’s core values and how they link to the service culture.
- Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
Meeting regulations and legislation
- Know the appropriate legislation and regulatory requirements that affect your business.
- Know your responsibility in relation to this and how to apply it when delivering service.
Systems and resources
- Know how to use systems, equipment and technology to meet the needs of your customers.
- Understand types of measurement and evaluation tools available to monitor customer service levels.
Your role and responsibility
- Understand your role and responsibility within your organisation and the impact of your actions on others.
- Know the targets and goals you need to deliver against.
Customer experience
- Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
- Understand how to build trust with a customer and why this is important.
Product and service knowledge
- Understand the products or services that are available from your organisation and keep up-to-date.
BEHAVIOURS
Developing self
- Take ownership for keeping your service knowledge and skills up-to-date.
- Consider personal goals and propose development that would help achieve them.
Being open to feedback
- Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
Team working
- Frequently and consistently communicate and work with others in the interest of helping customers efficiently.
- Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.
Equality – treating all customers as individuals
- Treat customers as individuals to provide a personalised customer service experience.
- Uphold the organisations core values and service culture through your actions.
Presentation – dress code, professional language
- Demonstrate personal pride in the job through appropriate dress and positive and confident language.
“Right first time”
- Use communication behaviours that establish clearly what each customer requires and manage their expectations.
- Take ownership from the first contact and then take responsibility for fulfilling your promise.
Skills
Interpersonal skills
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Communication
- Depending on your job role and work environment:
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Influencing skills
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Personal organisation
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Dealing with customer conflict and challenge
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Enrol and pay now
This course is funded by the UK Government. The value of this training is:
£3,500.00
5% Employer contribution
£175
End Point Assessment Cost (Paid by Kiwi)
TBC
Any Questions
Contact us today
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