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Intermediate Apprenticeship (Level 2) inCustomer Service Practitioner

The apprentice then complete their 12 month learning journey covering all required knowledge, skills and behaviours as set by the Institute for Apprenticeships (IFATE) during their on and off the job training, this will be supported by day release at college for classroom delivery and potential English and Maths lessons if required and regular contact from the allocated Trainer/Assessor.

At the end of the 12 months the apprentice will enter the three month Gateway period where they will undertake their End Point Assessment which informs their final grading.

Course Content

The employer must agree to:

  • Brings a view of the apprentice working with them in the workplace through the

apprenticeship

  • Works with the training provider to carry out a continuous review of the evidence

generated by the apprentice as part of the on-programme assessment process

  • Supports ‘on the job’ training and offers relevant experience
  • Decides on the timing of final assessment with the support of the Training Provider

Off the Job Training Provided

Off the job training should amount to approximately one day a week. This can include3 time spent in the classroom and on Teams with the Trainer Assessor and any other activity undertaken during paid work time that helps to build on the apprentices existing knowledge, skills and behaviours.

Course Content

The following Knowledge Skills and Behaviours will be developed within the 12 month period on programme:

Knowledge includes:

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

Skills include:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours to develop include:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”

With agreement from the employer, apprentice and Trainer Assesso, the apprentice will enter Gateway and complete their final End Point Assessment

Where youcan work

The apprentice can work in any environment where they are providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Key Information

Entry Requirements & Functional Skills

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Should an applicant not have English or Maths at level 1 they must show that they can work at this level and complete functional skills alongside the main qualification.

Qualification(s) Obtained

Level 2 Apprenticeship Standard for the Customer Service Practitioner

Awarding Organisation

City and Guilds

Progression Opportunities

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Upon completion the apprentice can progress on to the level 3 Customer Service Specialist or Level 3 Business Administration

Get in touch

For more information about our apprenticeship programme, please get in touch with our team of experts.

Call: 01509 515461

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