Developing the next generation of Customer Service Practitioners

Do you want to support your employees to become qualified customer service professionals, giving your customers a great experience and enhancing your brands reputation? If so, the Customer Service Practitioner Apprenticeship (Level 2) is designed to help you to do just that.

What's involved?

We will deliver a fully supported on-programme apprenticeship journey, designed to complement your own internal learning and development activity and help you get the maximum return on your investment from your employee’s training.

Is this apprenticeship for your business?

This qualification provides both an ideal start for new recruits or supports progression for current employees. It is ideal for customer service professionals who deal with customers through one-off or routine contact, which could include managing customer queries, dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.

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The Apprenticeship in brief

Apprenticeship Level

Level 2

Apprenticeship Duration

12 months

Apprenticeship Delivery – Blended approach

Face-to-face, Skype, telephone and online learning

End of Course Qualifications

Functional skills Level 1 and 2 in English and Maths where required

End-Point Assessment

An on-the-job observation, a professional discussion and an apprentice showcase

The apprenticeship journey

1. 12 months on programme - a period of teaching and learning to help your apprentice develop the knowledge, skills and behaviours, supporting them to be ready for end-point assessment.

2. Gateway – the time at the end of the 12 months when you, your Training Provider and your apprentice review the on-programme journey and determine if your apprentice is ready for the on-programme assessment. For the Customer Service Practitioner Standard they will need to have:
• Been on-programme for 12 months and developed a Portfolio of evidence
• Achieved Level 1 Literacy and Numeracy
• Completed a readiness for independent end assessment meeting with their line manager and training provider

3. End-Point Assessment – carried out by an independent end-point assessment organisation your apprentice will need to demonstrate the required knowledge, skills and behaviours through an on-the-job observation, a professional discussion and an apprentice showcase.

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What your employees will learn

By the end of the apprenticeship, they will consolidate the experiences they have already had in Customer Service and develop some core attributes:

KNOWLEDGE, SKILLS AND BEHAVIOURS: Knowing your customers; understanding the organisation; meeting regulations and legislation; systems and resources; roles and responsibilites; customer experience; and product and service knowledge.

DEVELOPMENT OF: Interpersonal skills; communication; influencing skills; personal organisation; dealing with customer conflict and challenge

DEMONSTRATE THE BEHAVIOURS OF: Developing self; being open to feedback; team working; equality and treating all customers as individuals; presentation including dress code and professional language.

At the start of the apprenticeship, we will assess your employee’s skills in English and maths. If they need extra help to reach the required level, support will be built into their training sessions and provided through Interserve’s Virtual Learning Environment

Download our PDF brochure

Click the link below to download our handy PDF brochure

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How your employees will learn

The aim is to help your apprentices get the most out of this apprenticeship. We will work with them to make sure they’re getting all the coaching and support they need through the right balance of face-to-face and virtual learning.

TRAINER SESSIONS Their dedicated trainer will be an experienced professional in the project management field and will guide them through their on-programme journey. The style of training is designed for them to learn about and be tested against the knowledge, skills, and behaviour requirements as well as allowing them to pick the brains of their trainer.

VIRTUAL LEARNING ENVIRONMENT Your employees will also gain access to further learning and support via Interserve’s Virtual Learning Environment. The trainer will set learning tasks following each trainer session on the online system throughout the on-programme journey.

The end result

Once the individual has passed the Gateway requirements, it’s time for them to present their presentation and have a final professional discussion. If they’re successful, they will then become a fully qualified Customer Service Practitioner.

We will facilitate the delivery of the apprentice’s End-Point Assessment through an approved Assessment Organisation registered on the Register of Apprentice Assessment Organisations.

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