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Customer Service Practitioner (L2) Apprenticeship Standard

WB2CSPA9A$

Type: Full Time

Subject: Business Administration, Management and Professional

Level:

Start Date: Please contact the Information Centre for start date information

Fee: Please contact the Information Centre for fee information

Course Length

15 months

Level

Level 2

Who is it for

APPLICATIONS FOR 2019/20 NOW OPEN!
If you already have an employer and wish to apply for the Apprenticeship Course Click Apply Now!

Do you enjoy helping people and problem solving?
Are you looking to start a career in customer service or wanting to upskill for an existing 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.

Interview Skills Assessment

All candidates will be invited to a pre interview and initial assessments in English and Maths with the Apprenticeship Recruitment Officers.

What will I need

Entry requirements of GCSEs at grade C/4 and above including English and Maths. A suitable supportive employer who will guide you through your apprenticeship. Vacancies are advertised on our website – https://www.peterborough.ac.uk/apprenticeships/apprenticeship–vacancies/

What is covered

On this Apprenticeship you will learn:
•Customer service principles and practices – including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
•Business principles and practices – including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
•Customer service skills – including building rapport and trust, conflict management and influencing and reinforcement techniques
•Communications – including interpersonal, tone of voice and verbal and non–verbal communications
•Presentation – including dressing appropriately and using positive and confident language
•Using customer service tools and resources – including those used to meet customer needs and measure, monitor and evaluate customer service levels
•Health, safety and welfare systems in construction
•Preparation for Independant End Point Assessment

Apprentices are expected to attend college 1 day a week as part of 20% off–the–job training. Additional off–the–job training hours are expected to be completed within the workplace.

How is the course assessed

Coursework and practical observations with an End Point Assessment.

What can this course lead to

Successful learners can continue to work within the customer service environment and gain promotion. Possible job roles could include: Customer Service Advisor, Telephone Operator, Call Handler, Counter Service Assistant, Receptionist and Trainee.

Are there any additional costs

Learners may need purchase uniform and/or equipment depending on employer.

Other details

Reality Check: 
Working in a business environment, it is important that as an Apprentice you are professional both in your manner and dress, especially in a customer service role, where you may be the first person a customer talks to when they walk into the company. Some offices are based in industrial sites or business parks on the outskirts of Peterborough and you will need to think about how you will travel to work and the costs.

An employed status apprentice will:
• Earn a wage – the national minimum wage for apprentices is £3.90 an hour, although many apprentices earn more than this
• Get paid holidays
• Receive training

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