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Customer Service and Business Practitioner Apprenticeship Standard Level 2

Practical Vs Theory


Course overview

Please only apply for this course if you already have a suit­able employ­er to sup­port you through­out your Appren­tice­ship. If you do not cur­rent­ly have an employ­er you can apply for Appren­tice­ship vacan­cies by vis­it­ing www​.peter​bor​ough​.ac​.uk/​a​p​p​r​e​n​t​i​c​e​s​h​i​p​s​/​a​p​p​r​e​n​t​i​c​e​s​h​i​p​-​v​a​c​a​ncies

Do you enjoy help­ing peo­ple and prob­lem solv­ing?
Are you look­ing to start a career in cus­tomer ser­vice or want­i­ng to upskill for an exist­ing role?

The role of a Cus­tomer Ser­vice Prac­ti­tion­er is to deliv­er high qual­i­ty prod­ucts and ser­vices to the cus­tomers of their organ­i­sa­tion. Your 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, after care, ser­vice recov­ery or gain­ing insight through mea­sur­ing cus­tomer satisfaction.

You can apply for an Appren­tice­ship if you are liv­ing in Eng­land, over 16 and not in full-time edu­ca­tion. You must be in paid employ­ment for the dura­tion of your Appren­tice­ship, you can­not be self-employed or a vol­un­teer. Employ­ers must pay you the min­i­mum Appren­tice­ship wage or more, for a min­i­mum of 30 hours a week. 


Entry Require­ments

Entry require­ments of GCSEs at grade D/3 and above includ­ing Maths and Eng­lish. You are able to apply for this course with pre­dict­ed grades where applic­a­ble. Please note you may also be asked to com­plet­ed Maths and Eng­lish qual­i­fi­ca­tions as part of your Appren­tice­ship pro­gramme.

You will also need a suit­able sup­port­ive employ­er who will guide you through your Appren­tice­ship. We strong­ly advise that you com­plete a min­i­mum of 2 weeks work expe­ri­ence with your cho­sen employ­er to ensure the organ­i­sa­tion is right for you. 

If you do not cur­rent­ly have an employ­er, you can apply for Appren­tice­ship Vacan­cies are adver­tised on our web­site — https://​www​.peter​bor​ough​.ac​.uk/​a​p​p​r​e​n​t​i​c​e​s​h​i​p​s​/​a​p​p​r​e​n​t​i​c​e​s​h​i​p​-​v​a​c​a​n​cies/

Please only apply for this Appren­tice­ship course if you already have an employer. 

Poten­tial Future Career

At the end of the Lev­el 2 Appren­tice­ship you will have the oppor­tu­ni­ty to progress onto Lev­el 3 Cus­tomer Ser­vice Spe­cial­ist Appren­tice­ship Stan­dard or Lev­el 3 Busi­ness Admin­is­tra­tion Appren­tice­ship Stan­dard to fur­ther devel­op cus­tomer ser­vice or busi­ness admin­is­tra­tion skills. Suc­cess­ful learn­ers can also con­tin­ue to work with­in the cus­tomer ser­vice envi­ron­ment and gain promotion. 

Pos­si­ble job roles could include: Cus­tomer Ser­vice Advi­sor, Tele­phone Oper­a­tor, Call Han­dler, Counter Ser­vice Assis­tant, Recep­tion­ist and Trainee. You also have the oppor­tu­ni­ty to con­tin­ue fur­ther full time study in a busi­ness relat­ed field. 

Com­ple­tion of this Appren­tice­ship will lead to eli­gi­bil­i­ty to join the Insti­tute of Cus­tomer Ser­vice as an indi­vid­ual mem­ber at Pro­fes­sion­al level. 

Course Con­tent

On this Appren­tice­ship you will learn the key skills, knowl­edge and behav­iours required for a cus­tomer ser­vice with­in a busi­ness envi­ron­ment:
• Cus­tomer ser­vice prin­ci­ples and prac­tices — includ­ing cus­tomer expe­ri­ence and feed­back, tar­gets and goals, inter­nal and exter­nal cus­tomers, under­stand­ing and meet­ing cus­tomer needs and pri­or­i­ties.
• Busi­ness prin­ci­ples and prac­tices — includ­ing brand promise, core val­ues, com­plaints process­es, inter­nal poli­cies and leg­is­la­tion and reg­u­la­to­ry require­ments
• Cus­tomer ser­vice skills — includ­ing build­ing rap­port and trust, con­flict man­age­ment and influ­enc­ing and rein­force­ment tech­niques
• Com­mu­ni­ca­tions — includ­ing organ­i­sa­tion­al, inter­per­son­al, tone of voice and ver­bal and non-ver­bal com­mu­ni­ca­tions
• Devel­op­ing self — includ­ing own­er­ship of per­son­al goals, shar­ing good prac­tice, demon­strat­ing per­son­al pride and using pos­i­tive and con­fi­dent lan­guage.
• Using cus­tomer ser­vice tools and resources — includ­ing those used to meet cus­tomer needs and those used to mea­sure, mon­i­tor and eval­u­ate cus­tomer ser­vice lev­el
Right first time prin­ci­ples
• Prepa­ra­tion for Inde­pen­dent End Point Assessment

You will also com­plete a work-based port­fo­lio show­cas­ing the skills you have learnt on the course in a work-based envi­ron­ment, as well as an End-point assess­ment in the last 2 – 3 months of the programme.

As an Appren­tice you will be expect­ed to attend col­lege 1 day a month as part of your ongo­ing 20% off-the-job train­ing. Addi­tion­al off-the-job train­ing hours are expect­ed to be com­plet­ed with­in the work­place, how­ev­er you may be asked to com­plete tasks at home via Google Class­room and One-file. 

Please note you may also be asked to com­plete addi­tion­al Eng­lish and Maths qual­i­fi­ca­tions as part of the Appren­tice­ship programme. 


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My course inspired me to launch my own design­er cloth­ing brand and through Col­lege links I have been able to secure a men­tor­ship from brand Lambretta!

Joe Hambleton



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