Customer Service - Level 2 Apprenticeship

A customer service practitioner’s actions will influence the customer experience and their satisfaction with their organisation. They must demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. As potentially the first point of contact for any customer, this programme helps to ensure your staff get it right first time.

Apprentices will learn:

• customer service principles and practices - including customer experience and feedback
• internal and external customers
• needs and priorities
• targets and goals and right first time business principles and practices - including brand promise, core values and complaints process
• internal policies and legislation and regulatory requirements
• customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
• communications - including interpersonal, tone of voice and verbal and non-verbal communications
• presentation - including dressing appropriately and using positive and confident language
• using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service level

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, aftercare or gaining insight through measuring customer satisfaction

The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at Grade 4 or higher. Apprentices without level 2 English and Maths will need to achieve this level prior to taking the end-point assessment/

Apprenticeships are assessed by classroom study coursework and assessments along with on-the-job practicals. 

Typical Job Roles you can find within custmer service:

• Customer Service Trainees
• Customer Service Administrators
• Customer Service Assistants
• Retail Job Roles
• Receptionistand Front of House
• Customer Contact Centres
• Sales and Marketing Roles
• Service Industry

Completion of this apprenticeship will lead toeligibility to join the Institute of Customer Service as an Individual member at Professional level.