Level 2 Customer Service Practitioner Apprenticeship

About this course

Apprenticeships are a popular choice for people aged 16 or above, looking for on the job training and the opportunity to gain nationally recognised qualifications whilst earning.

Most of your training will be directly linked to the career you have chosen, helping you to gain practical experience in the workplace. Skills you could develop are transferable across industry sectors and include team work, developing business relationships and communication. You will also learn the theory behind the key role customer services staff play.

You will need to work in customer services for 30 hours per week minimum (including training), and have a contract of employment.

Apprenticeship vacancies can be found at www.findapprenticeship.service.gov.uk

Job Roles

Customer services are important to a variety of business types. Job roles can include communicating with customers, problem solving and keeping records. Your exact duties will depend on your employer.

What will the course involve?

To gain the full apprenticeship you will work towards the following qualifications:

• Level 2 Diploma in Customer Service
• Functional Skills Level 1 in Maths and English

Mandatory units include:

• Deliver customer service
• Manage personal performance and development
• Understand customers
• Principles of customer service

What qualifications will I need?

Minimum grade C at GCSE in English and Maths are an advantage otherwise minimum Entry Level 3 at initial assessment in English and Maths are required. You will need to be an excellent team player and be keen learn the concepts of, and how to deliver to deliver great customer service. All applicants for apprenticeship training will be required to attend an interview and undertake initial assessments.

How will I be assessed?

You will be continually assessed throughout your training by a nominated Assessor to support/visit and online programmes. Most of the assessment will take place in the workplace to complete a portfolio of evidence, you will also take external and internal examinations for your functional skills (if required). Your progress will be reviewed regularly and achievable targets set, to ensure you complete your apprenticeship on time.

If you have achieved Grade C or above in Maths and English (or Grade 4 or above on the new grading scheme), you will not be required to undertake Functional Skills.

If you have achieved less than these grades, you will be required to achieve a minimum Level 1 Functional Skills prior to or during the apprenticeship. These will be assessed through external examinations and workshops.

Next Steps