Customer Service Practitioner Level 2

What’s involved?

The Customer Service Practitioner Apprenticeship Standard is a comprehensive program that provides individuals with the skills and knowledge needed to excel in the field of customer service. The program is designed to be flexible, allowing apprentices to learn at their own pace and in a way that suits their individual learning style.

The program covers a wide range of topics, including:

• Communication skills: Apprentices will learn how to communicate effectively with customers, clients, and colleagues. They will learn how to listen actively, ask open-ended questions, and provide clear, concise responses.
• Problem-solving skills: Apprentices will learn how to identify and resolve customer service issues. They will learn how to analyze situations, gather information, and make decisions that will lead to the best possible outcome.
• Customer service best practices: Apprentices will learn the latest techniques and strategies for providing exceptional customer service. They will learn how to build relationships with customers, understand their needs, and exceed their expectations.

How does it work?

The Customer Service Practitioner Apprenticeship Standard is a combination of on-the-job training and classroom instruction. The program is designed to provide apprentices with the skills and knowledge needed to excel in the field of customer service through a balanced approach of both theoretical and practical learning.

On-the-job training: Apprentices will work with a mentor in a real-world setting, learning the skills and knowledge needed to excel in the field of customer service. They will be given the opportunity to apply what they have learned in the classroom to real-life situations, gaining valuable experience and insights. Apprentices will also receive regular evaluations and feedback from their mentors, allowing them to track their progress and make any necessary adjustments to their learning approach.

Off-the-job training: In addition to on-the-job training, apprentices will attend in-person and virtual sessions to supplement their learning. These sessions will be taught by industry experts and will cover a wide range of topics related to customer service, such as communication skills, problem-solving, and customer service best practices.

The apprenticeship is typically 12-18 months in length, and upon completion, apprentices will have gained the skills and knowledge necessary to take on a variety of customer service roles. They will also receive a nationally recognised certification, which will demonstrate their competence and qualifications to potential employers.