Customer Service Practitioner Level 2 Apprenticeship

Course code

M21

Ask a Question Apply Now

Attendance

Work based learning

Intake

Continuous

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 will provide service in line with the organisations customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions must cover a wide range of situations and must include; face-to-face or telephone, email or text and social media.

Knowledge

Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Customer experience
Product and service knowledge

Skills

Interpersonal skills
Communication
Influencing skills
Personal organisation
Dealing with customer conflict

Behaviours

Developing self
Being open to feedback
Team working
Equality
Presentation
Right first time

An apprenticeship is a real job where you learn, gain experience and get paid. By the end of an apprenticeship, you'll have the right skills and knowledge needed for your chosen career.

As an apprentice you will:

Learn and train for a specific job
Get paid and receive holiday leave
Get hands-on experience in a real job
Spend a minimum of 6 hours a week off-the-job to develop the skills, knowledge and behaviours relevant to your apprenticeship standard
Complete assessments during and at the end of your apprenticeship
Be on a career path with lots of future potential

There are different rates of pay for apprentices depending on your age and what year of your apprenticeship you’re in.

Your employment contract should confirm your rate of pay.

Please visit https://www.gov.uk/become-apprentice/pay-and-conditions for the latest minimum apprenticeship wages.

You will attend college classes taking place one day per month and will also receive one-to-one support in the workplace with a dedicated Learning and Skills Coach.

You will complete an End Point Assessment with the awarding body City and Guilds and will cover the three following areas:

Portfolio based interview underpinned by a portfolio of evidence and a 3000-word report
Practical observation with questions
Professional discussion

Relevant job responsibilities.
Relevant qualifications and/or an initial assessment testing on maths and English will take place prior to commencement.
Specific entry requirements may be applicable based on employer requirements.

Positive Futures is a set of essential qualities, embedded throughout your study programme, that we seek to develop in all students:

Commitment
Collaboration
Confidence
Resilience

You will also engage in the Positive Futures Careers Programme, developing key employability skills through a diverse range of activities including work placements, volunteering, employer talks, industry study visits and employment and university fairs.

As a Bury College student you will have access to a wide range of enrichment opportunities which will contribute to your personal growth and development and support your academic studies.

These may include:

Art Club
Chess Club
Dance, Drama and Singing Workshops
Duke of Edinburgh Award
Gaming Hub
Music Club
Pride Club
Student Ambassador Scheme
A wide range of sport including Badminton, Cricket, Football, Fitness Training, Nerf, Netball, Volleyball and Table Tennis.

Please Note: We attempt to ensure that all information contained within this website is correct and up-to-date. However, some details may change as we review and update our provision. Although every effort is made to provide the teaching, examination, assessment and other services detailed on this website and in our other publications, Bury College cannot guarantee the provision of such programmes, services, facilities and fees. Bury College reserves the right to amend, withdraw, alter or amalgamate any of the courses, locations and facilities detailed within at any time. Should circumstances require such amendments, Bury College undertakes to use all reasonable steps to minimise the resultant disruption to those services and most importantly to students.