of tutors as ‘good’ or better in teaching observations
of learners stay in employment
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of employees graded good or better for teaching and learning
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. Their 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-of 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. This person may be the first point of contact and work in any sector or organisation type.
Since interacting with the public is a key part of such a role, this type of apprenticeship is suitable for those that are sociable and enjoy communicating on all levels.
The apprenticeship is a work-based qualification, so learners will be in an appropriate job role where they’ll be assessed and able to develop their portfolio of evidence.
Who’s is suitable for?
For people working, or who want to work, at an operational level in Customer Service and need a qualification to show their skills and knowledge for example Customer facing roles, receptionist, housing officer, support desk advisor, customer advisors
What’s included in the apprenticeship in England?
- Customer service practitioner standards, knowledge and behaviours
- Diploma in customer service – Level 2
- Functional skills – Maths level 1
- Functional skills – English level 1
- End point assessment
What’s included in the apprenticeship in Wales?
- Level 2 diploma in customer service
- Essential skills application of number – Level 1
- Essential skills communication – Level 2
How long does it take?
12 months (England) / 16 months (Wales)
Your apprenticeship questions answered
Click below for answers to some frequently asked questions. If you have any other queries, please contact us using the form at the bottom of the page.
Can my existing staff start an apprenticeship?
Of course! Placing your existing staff on an apprenticeship is a great way of upskilling your employees and uncovering your future managers. It can be a great way of motivating and rewarding your staff by committing to their continued personal development within your business.
How does the apprentice learn?
Apprentices do most of their learning at work and benefit from regular contact with their dedicated assigned assessor. There is coursework to be completed while on the course, which is to be submitted online, however, the knowledge to complete this is provided while learning inside your business.
How much do I have to pay an apprentice?
Apprentices must be paid at least the national minimum wage for apprentices if they are aged 19 and under or aged 19 and over and in their first year of an apprenticeship.
Apprentices are often paid higher amounts as their skills develop and we encourage employers to do so
Why should I take on an apprentice?
Apprentices can bring fresh new ideas to your business allowing them to grow and thrive. You gain skilled qualified staff in a cost-effective way. They can motivate your workforce more and overall enhance your business performance while addressing skills shortages in your business.
Why choose us
We can help you to choose an apprenticeship course that is right for your employees, or support you with recruitment to fill an apprenticeship vacancy. We work closely with you and the learner will help to develop the skills needed for your setting. We offer a flexible and tailored approach to suit your business needs.
We are able to tap into a talent pool overlooked by many: identifying, training and placing fantastic emerging talent into apprenticeship roles.
Don’t just take our word for it, hear what some of our employers and learners have to say…