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Customer Service Practitioner

Level 2 apprenticeship

 


Supports individuals to deliver high-quality service to customers of all types. They will develop the skills and knowledge to deal with orders, payments, complaints and be able to offer advice and guidance.

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Key information

Who is it for?

A team member acting as a first point of contact for customer queries or complaints, who communicates with customers via a range of methods such as face-to-face, telephone, social media, email or text.

Blended delivery

1-1 facilitated learning sessions with Lifetime Learning Coach, face-to-face and remote teaching, and self study via online learning platform - Aptem.

End point assessment

Apprentice showcase, 1-hour practical observation, and Professional discussion.

Duration

14 months + end point assessment

Could this apprenticeship be for you?

If you meet most of these responsibilities as part of your existing role, or if you could be supported to meet these responsibilities during your apprenticeship, you could be suitable for this programme.

  • Required to deal with customers (face to-face or remotely) on a regular basis?
  • Required to respond to your customers needs and manage expectations in a professional and timely manner?
  • Required to discuss your customer’s needs with them?
  • Required to provide a clear explanation and offer options to help customers make choices that are beneficial to the customer and your organisation?
  • Required to deal with customer complaints and potentially difficult customers?
  • Do you receive regular product/service training?

The modules

  • Know Your Customers
  • Customer Communication
  • The Customer Experience
  • Support Your Customer with Services and Products
  • Understand Your Organisation
  • Policies and Procedures
  • Your Role and Responsibilities
  • Teamwork
  • Regulations and Legislation

Start learning

Please note, you'll need to be employed to learn on one of our apprenticeships, and your manager will need to authorise this (as it's your company who pay for the programme!) so please ensure you have their consent to enrol before you proceed.

If you're interested in this programme for your team, click here to contact us.