Apprenticeship Standards Level 2 Customer Service

The role of an apprentice 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.
Apprentice have the opportunity to engage in enrichment activities and will complete personal development topics.

Employers support the delivery of the apprenticeship standards and provide workshops for specific skills, knowledge and behaviours and current trends.

Guest speakers attended workshops provide career advice and guidance.
Maths and English at Grade E/2, or above or Level E3 functional skills or above.

You will be interviewed, screened and complete work trial. Your screening assessment for Maths and English you need to achieve Level 1 in both maths and English.
You will be assessed through a variety of assessment methods including Professional discussion, Apprentice Showcase, Practical Observation in your workplace and mock end point assessment.

Your End point assessment is a graded you can achieve a Pass or Distinction
On successful completion of this qualification, you can progress onto

Customer Service Specialist

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