Level 2 Customer Service Practitioner
Customer service apprenticeships provide the learner with the knowledge and training to provide excellent customer service with the ability to go forward in a range of industries and job roles.
This qualification is suited (but not exhausted) to customer service advisors, customer service operator, call centre advisors, help desk operatives, and service agents. Ideal for staff working in retail, financial services, call centres or hospitality. This Level 2 Standard course will prepare your customer service learner for the advisor, operator, operative, or agent level.
The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation. The 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.
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, aftercare, service recovery, or gaining insight through measuring customer satisfaction.
A customer service practitioner may be the first point of contact and work in any sector or organisation type. A customer service practitioner’s actions will influence the customer experience and their satisfaction with the organisation. They will demonstrate excellent customer service skills and behaviour as well as product and service knowledge when delivering to the organisation’s customers.
The minimum duration for this apprenticeship standard is 15 months.
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Progression is possible that will allow the apprentice to move onto a Level 3 customer service programme.
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