The Level 2 Customer Service Practitioner apprenticeship prepares learners to deliver high quality products and services to customers within their organisation. The learner’s actions will influence the customer experience and their satisfaction towards the organisation.
Learners must demonstrate excellent customer service skills and behaviours as well as knowledge of their product/service. Skills shown by the learner must be in line with their organisation’s standards and within appropriate regulatory requirements. Customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text, and social media.
Learners will develop a variety of skills throughout their apprenticeship, including an understanding who their customer is and how to manage expectations, gaining knowledge of the different legislations and regulations relating to business and their responsibilities regarding them, using measurement and evaluation tools to monitor customer service levels and how to deal with confliction and challenging situations within the workplace.
Learners without Level 1 English and maths will need to achieve this level and take the test for Level 2 prior to completion of their Apprenticeship.
End Point Assessment Process
The Level 2 Customer Service Practitioner apprenticeship consists of multiple discrete assessment methods:
- Practical observation
- Professional discussion
The performance of the learners End Point Assessment will determine their overall apprenticeship standard and grade.