Customer Service Practitioner - Apprenticeship - Level 2

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 customers 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
• Gaining insight through measuring customer satisfaction.

You may be the first point of contact and work in any sector or organisation type.

You will need:

• You will be interviewed and assessed to identify your potential, commitment and motivation to achieve the Apprenticeship, based upon the range and level of activities you will be undertaking in the workplace.
• You may need to undergo an initial assessment of your Maths and English to show your ability to undertake study towards level 1 Maths and English.
• At the start of your apprenticeship programme you will need to be employed by a suitable and appropriate employer for at least 30 hours per week, including any off-the-job training you undertake. Where a part-time working pattern is undertaken, joint agreement may be made between with the employer and the apprentice for an extended apprenticeship duration.

How long is this course?

15 Months

When does this course start?

If you have an employer and they want to start an apprenticeship, please apply below

How many hours / days per week is this course?

Attendance at a college campus may be necessary for Functional Skills assessments.

What can I do after this course at CWA?

The College of West Anglia offers many opportunities to continue studying from entry level through to degrees at University Centre West Anglia. Some of the courses available for those who have successfully completed this course include:

• Customer Service Specialist - Apprenticeship (Standard) - Level 3 (Workplace)

What qualification will I achieve?

• Customer Service Practitioner Standard Level 2
• Functional skills Maths and English level 1
• In addition, you will study towards and take exams for Maths and English at Level 2 prior to End Point Assessment

How is my course assessed?

• You will be assessed to the Apprenticeship Standard using three complementary assessment methods to take a view of your overall performance in their job.
• The End Assessment Process will consist of: Apprentice Showcase Practical observation, Professional discussion. The End Point Assessment process will be carried out by an independent and impartial Assessor.