Level 2 Customer Service Practitioner

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.
Name: Customer Service Practitioner
Duration: 12 - 18 Months - Not including EPA
Course Time: Flexible
Entry Qualifications: There are no specific entry requirements for this programme
Finance Available: Apprenticeship Levy
Course ID: VTL2CSP
Description:
Course Days: Work shop every 3 weeks on average
Component(s): Level 2
Notes: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

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.

As a customer service practitioner you may have 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.

Key FactsSubject AreasWhat could this qualification lead to?
  • Taught Blended Workshops
  • Named Assessor
  • Assessment of practice
  • Portfolio of evidence produced
  • Dedicated resources
  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and
    legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience

This qualification allows candidates to progress into employment or to the following apprenticeship standards:

  • Level 3 Business Administrator.
  • Level 3 Team Leader/Supervisor.

 

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