Customer Service Practitioner – Level 2

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Introduction

The Customer Service Practitioner L2 apprenticeship will help learners to develop and apply the technical and behavioural knowledge and understanding required to become competent and successful in a customer service job role.

Who is this apprenticeship right for?

The Customer Service Practitioner L2 apprenticeship is suitable for learners who are working in, or who are intending to work in, a customer service role.

Employer Contribution

£175 for non-levy employers (Non-Levy contribution applies to employers with an annual wage bill of under £3m and enrolling apprentices that are aged 22 and above upon apprenticeship start date)

How will this be delivered?

This apprenticeship is delivered through a combination of work-based learning, online training sessions or face to face sessions. You will build a portfolio of work you have created to evidence your skills. When ready to finish your apprenticeship, you will sit an end point assessment – but don’t worry you will have loads of support to prepare for this.

Apprenticeship details

Qualification

Customer Service Practitioner – Level 2

Length of Apprenticeship

12 Months and 3 Months EPA

Typical job roles

customer relations advisor, customer service advisor, customer service agent, customer service rep, customer service representative

Apprenticeship Value

£3,500
*£175 employer contribution

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TBC

Your journey with Pro Apprenticeships

Module 1
Understanding your organisation
  • Purpose and ‘brand promise’
  • Core values and service culture.
  • Internal policies and procedures, complaints processes and digital media policies
Module 2
Product and service knowledge
  • Products or services and keeping up to date.
Employer check-in
Module 3
Regulations and legislation affecting customer service
  • Legislation and regulatory requirements
  • Customer service responsibilities in delivering service.
Module 4
Developing self/roles and responsibilities
  • CPD
  • Role and responsibilities and actions on others.
  • Targets and goals for service levels
Employer check-in
Module 5
Dealing with customer conflict and challenge
  • Customer conflict resolution and policies and procedures
Module 6
Knowing your customers and customer experience
  • Understanding internal and external customers.
Employer check-in
Module 7
Interpersonal skills and communication
  • Questioning skills, listening and responding.
  • Written communication skills
EPA gateway
  1. EPA – Showcase brief-creation of showcase evidence
  2. EPA – Practical observation
  3. EPA – Professional discussion

Why Professional 
Apprenticeships?

We are here to empower you to gain the skills you need to progress. Whether that’s for you or your existing team, Professional Apprenticeships is a place where you can grow, supported by industry leading training and tutors that will create personalised training plans just for you.

Ofsted Outstanding training
100% first time pass rate
85% distinction rate
Industry leading tutors
Free recruitment & placement
A community of learners and support
Leaders in safeguarding

For Employers

Would you like to hire an apprentice? Or place a member of your team on this apprenticeship? Speak to one of our apprenticeship advisors today to get started!

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Apply for an apprenticeship

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What to find out more about this qualification?

Got a question about this apprenticeship? Or would you like more information for your team? Drop us a message and one of our apprenticeship advisors will be in touch!

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