Course Summary
The Customer Service Practitioner Level 2 Apprenticeship is designed to develop the knowledge, skills and behaviours of new and experienced service professionals . Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.
This qualification is aimed at individuals who have, or are aiming to have, a career in a customer facing role. It is suitable for all age groups, for those thinking of entering employment for the first time, for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This apprenticeship gives the foundation to future progression in a range of different roles, which involve customer contact or business skills.
Course Content
The course provides a programme of study that encompasses both competence & technical elements of effective service provision. The period of learning, development and continuous assessment is managed both by the employer and the delivery provider- who work closely together to deliver effective support & training.
The training & delivery will focus on key knowledge skills & behaviours, including interpersonal, communication, influencing & organisational skills, team working & equality- treating all customers as individuals.
Course Assessment
The qualification is delivered over a 15 month period through on & off-the-job training, with regular tutor contact & visits to the workplace.
On completion of the study programme, apprentices undertake End Point Assessment (EPA) with their exam board, this is in 3 separate stages:
Apprentice Showcase - A portfolio of evidence, witness testimony & observation, compiled by the apprenntice throughout their course, to show very best practice
Practical Observation - Conducted by an examiner, with a minimum duration of 1 hour
Professional Discussion - Conducted by an examiner, based around their work skills and showcase portfolio, with a duration of 1 hour
Employer Benefits
Training for your apprentice is flexible, and you can choose how the apprenticeship is delivered to ensure it fits alongside your business needs.
Qualifications
The Customer Service Level 2 Practitioner Apprenticeship
Progression
On successful completion of the course, there is the opportunity to progress to a Customer Service Level 3 Specialist or Business Administrator Level 3 Apprenticeship
Entry Requirements
Employment opportunities to meet the evidence requirements of the standard
