Customer Service Practitioner Level 2

Customer Service Practitioner Level 2

Course Overview

This apprenticeship will develop entrants to deliver high quality services to customers of their employer. The practitioner role can be very varied and include dealing with orders and payments, offering advice and guidance, meet-and-greet, sales and problem-solving.

The actions of practitioners will impact directly on the levels of satisfaction achieved by organisations from their customers and will require the demonstration of excellent customer service skills and behaviours along with product and/or service knowledge.

Key Facts

This Apprenticeship takes a minimum of 12 months to complete.

Following the completion of the 12 months training end-point assessment is undertaken to achieve the Apprenticeship.

Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 before completing this Apprenticeship.

Delivery Model

A minimum of 6 one-day workshops to develop knowledge and skills should be attended.

The on-programme pace will be driven by individuals as well as by the breadth of experience an employer can offer prior to the minimum of 12 months after which end-point assessment will take place.

Trainers will visit apprentices in their workplace once every 4 weeks to deliver training alongside assessment and reviewing of progress.

Apprentices will collate evidence throughout the Apprenticeship to be submitted for end-point assessment and this can also include training and development activities undertaken with the employer, supported by GB Training.

What skills will you come away with?

By the end of the session you will understand conflict management within the workplace. You will be introduced to several management theories, models and concepts, all of which help to explain how conflict can be managed effectively. You then will be able to make parallels with your own experience in the workplace, and to consider how by applying the learning, you can lead your team effectively.

Entry Requirements

There are no formal entry requirements. GCSE English and maths grade D or above are desirable.

What skills will you come away with?

Apprentices will develop a range of skills, knowledge and personal behaviours to enable them to demonstrate a good level of performance in the following areas:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Product and service knowledge
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working

Career & Education

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual Member at Professional Level and will also enable entry to higher level Apprenticeships and qualifications in Customer Service and business.

If you would like more information or to attend this course, please enquire below.

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