CUSTOMER SERVICE PRACTITIONER: LEVEL 2
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
This could 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.
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
The delivery of the programme will be through a blend of online learning, video tutorials, virtual classrooms, 1-1 coaching and practical learning opportunities. All learning will be supported by dedicated Learning Coaches. When you have completed all of the agreed learning and achieved the required exams, you will be invited to attend a gateway meeting to discuss readiness for end point assessment (EPA).
If no further learning is identified, you will progress through to EPA. You will be assessed against the requirements of the standard and awarded a final, overall grade for your apprenticeship.
If you do not currently hold English and maths qualifications at level 2, you will undertake Functional Skills at Level 2 as part of your apprenticeship programme. Some apprentices who do not already hold a Level 1 qualification may sit this exam first. Completion of the Level 2 exam, and achievement of a Level 1 qualification, is the minimum requirement for the gateway meeting to take place.
You are entitled to 20% of your working hours away from your job to complete work towards your apprenticeship programme. Your Learning Coach will support you and your employer to measure and record this across the whole of your apprenticeship.