Customer Service Practitioner

Level 2

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Frontline representatives delivering high-quality products and services. Managing customer interactions across various channels and sectors. Handling orders, payments, guidance, issue resolution, and feedback collection. Ensuring positive customer experiences and fostering loyalty. Developing adaptability, professionalism, and customer service expertise.

customer service apprenticeship
  • Principles of customer service and customer experience.
  • Organisational policies, procedures, and brand standards.
  • Relevant regulatory requirements and compliance.
  • Products and services offered by the organisation.
  • Core values, mission, and company culture.
  • Engaging with customers across multiple channels.
  • Identifying and responding to customer needs.
  • Managing orders, payments, and inquiries efficiently.
  • Resolving issues and handling complaints professionally.
  • Collecting and analysing customer feedback to improve service.
  • Maintaining a positive and professional attitude.
  • Taking responsibility for customer interactions.
  • Demonstrating adaptability and flexibility.
  • Committing to continuous learning and development.
  • Upholding the organisation’s values and brand image.
  • Typically completed within 12 months, including off-the-job training.
  • End-Point Assessment typically completed within 3 months following on-programme learning.
  • Level 1 English and maths required before completion.
  • Level 2 English and maths assessments must be taken.

Eligible for Institute of Customer Service Individual Membership at Professional Level

  • Pathway to Customer Service Specialist Level 3.
  • Opportunities in sales, account management, and team leadership.
  • Further development through professional certifications.
  • Customer Service Advisor.
  • Customer Service Representative.
  • Customer Support Officer.
  • Client Services Assistant.
  • Apprentice Showcase presenting real examples of skills and knowledge.
  • Practical Observation assessing customer service performance in action.
  • Professional Discussion reviewing experience, learning, and development.
  • Distinction awarded for meeting pass criteria and achieving top performance.