Level 2 Customer Service Practitioner Apprenticeship Standard

About the course

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type. Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Course modules

Combined Competence and Knowledge Qualification

Skills, Knowledge & Behaviours

An apprentice will be required to undertake & have an understanding of a number of different core skills, knowledge & behaviours to complete this apprenticeship. Please see factsheet for more information.

Functional Skills

Functional Skills

  • Level 1 Mathematics
  • Level 1 English

Entry requirements & additional information

Entry requirements

Entry Criteria

A potential apprentice:

Must be aged 16 or over & have officially left school.

Must be employed (NOT self-employed) in the relevant occupational sector, working a minimum of 30 hours per week.

Must have the ability to achieve Functional Skills Level 1 in maths & English. (All candidates will be asked to complete an online functional skills assessment regardless of previous qualifications.*

An individual can only undertake an apprenticeship at the same or lower level than a qualification they already hold, if this allows the individual to acquire substantive new skills and the content of the training is materially different from any prior training or a previous apprenticeship.

Must have the right to work in England & spend at least 50% of their working hours in England over the duration of the apprenticeship.

Must be a citizen of a country with in the European Economic Area (EEA) or have the right of abode in the UK AND have been ordinarily resident in the EEA for at least the previous 3 years on the first day of learning.

*Typically potential apprentices would have a minimum of 5 GCSE’s at grades A-D (9 – 3 in the new grading system), including English, maths & science, or other equivalent vocational qualifications. Employers who recruit an apprentice without these qualifications will have to ensure they achieve level 1 in English & maths as part of the apprenticeship. Those who have achieved level 1 or who come out as ‘working at Level 1’ on the functional skills assessment we ask them to do, will have to work towards level 2.

Learning and assessment

Theory work & learning materials delivered online with photographic, video & audio evidence being collected through the Onefile E-Portfolio platform.

The employer will have access to their apprentices Onefile E-Portfolio so they can monitor progress & work that has been set by the tutor.

The qualification is made up of a number of mandatory units designed to have maximum relevance to the job & integrate with day to day responsibilities.

An employer must allow an apprentice 20% of their working week to undertake work required to complete their apprenticeship (this is a legal requirement) & will include any college attendance required.

There will be an end point assessment, conducted by an independent assessor.

All components must be passed for the apprentice to meet the apprenticeship standard & these will include:

  • Apprentice Showcase - This can be assessed face to face or remotely. It can be showcased by the learner through the delivery of a presentation or by a virtual form of assessment such as submission of a report, storyboard, journal etc to the assessment organisation. (65%)
  • Practical Observation - Minimum 1 hour (20%)
  • Professional Discussion - 1 hour (15%)

There will be 2 levels of achievement: Pass & Distinction

Progression

Apprentices successfully completing the Level 2 Apprenticeship have opportunities to progress within the industry by continuing onto the Level 3 Apprenticeship in Horticulture or other Further Education courses.

Careers

Typical jobs apprentices will be able to progress onto on completion of this Apprenticeship will depend on the qualifications and experience gained, but could include: Customer Advisor, Counter Assistant, Sales Roles

Why study an Apprenticeship?

Everything you need to know about taking on an Apprentice with Myerscough College as well as the benefits and support available.

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