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The Customer Service Practitioner Apprenticeship (Level 2) is the equivalent to five GCSE’s at grade A-C/9-4. Taking approximately 12+ months to complete, this programme is an ideal career progression route into customer service. Typical job roles associated with the programme include Customer Service Representative, Customer Support Agent, Call Centre Agent and many more.

There are no standardised eligibility criteria for this qualification. This means the individual employer will decide if a candidate is suitable.

Customer Service Practitioner Apprenticeship Features

Throughout the apprenticeship you’ll gain the skills, knowledge and behaviours needed for your chosen role and industry. To help you with this, you can expect to study the following subject areas:

  • Knowing Your Customers
  • Dealing with Customer Conflict and Challenge
  • Communication
  • Knowing the Organisation
  • Product and Service Knowledge
  • Developing Self
customer service practitioner apprenticeship features

Off-the-Job Training

For 20% of your apprenticeship, you must have time away from your regular duties. This is to engage in training related to your post and programme. Known as ‘Off-the-Job Training’, this should take place at a time convenient for both you and your employer.

The qualification is delivered through a blended learning approach. You will be required to make time to see your tutor via remote or face-to-face sessions.

The sessions will take place roughly once per month, usually lasting around 2 hours. The duration of these can be extended for any additional learning or support you require. Your tutor will also provide support and guidance in between each learning session.

You should also expect to carry out self-study and learning as part of the Off-the-Job Training using your iLearner portfolio.

Functional Skills

If you do not have grades A-C/9-4 in GCSE maths and English or equivalent, you will complete Functional Skills alongside the apprenticeship. It is nationally recognised and is completed as part of the apprenticeship.

  • As a Level 2 qualification, you’ll complete Level 1 Functional Skills maths and English. Level 2 Functional Skills maths and English may also be attempted, but achievement is not necessary.
  • The learning will be delivered by one of our dedicated tutors via remote or face-to-face sessions. The only exceptions are the speaking and listening assessments. These may be delivered in a classroom.
  • These sessions will take place once a month, for roughly 2 hours depending on your learning needs.
  • With their expert help, you’ll have all the support you need to achieve your goals.
customer service practitioner apprenticeship functional skills

The End-Point Assessment

As part of your Customer Service Practitioner Apprenticeship, an End-Point Assessment (EPA) will be completed to demonstrate your development and growth. You can achieve either a Pass, Merit or Distinction based on your final grade.

Showcase Portfolio

During your apprenticeship you will gather evidence as part of a portfolio to further show your learning. This will cover topics such as; knowledge about the business and its market, understanding how you perform in the job role, how customers effect the business and more.

Forget about lugging around all your work. The online iLearner portfolio system means all your work can be uploaded directly to your account and accessed wherever you go. The system is easy to navigate. Though, full guidance will be provided through our iLearner handbook and from your tutor through one-to-one support.

Professional Discussion

Following on from the practical observation you will conduct a professional discussion with the independent assessor to establish further understanding of your knowledge and skills within the customer service industry. This may cover a number of scenarios you may have encountered in your job role, questions relating to the development of skills.

Practical Observation

Once your portfolio is complete you will get the chance to show your daily skills to one of our independent assessors. This will evidence what you have learned throughout the qualification and assess how you handle the day to day tasks of your job role.

Go Further

Once you’ve completed your Customer Service Practitioner Apprenticeship, there are several progression routes available, dependant on your industry and job role:

You can also progress into a variety of job roles, such as Customer Service Supervisor, Customer Service Manager, Customer Experience Manager and many more!

Contact us for further information!

Call us on 01246 278931, email or fill in the contact form below to check availability and for further advice about the next steps.

Our team will be happy to advise you on additional programmes we provide and can help point you in the right direction for any learning requirement not delivered by Apprentice Team Ltd.