Customer Service Practitioner Apprenticeship Level 2

The Customer Service Practitioner apprenticeship has been developed to support learners in a customer service role and provides a highly transferable set of knowledge, skills and behaviours. 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. 

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Typical duration to gateway: 12months

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To achieve the Customer Service Practitioner L2 Apprenticeship Standard each learner must: 

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• Compile a portfolio of evidence.

• Have regular 1-to-1s with their line manager.

• Work closely with their Assessor/Tutor who will provide guidance and support in meeting the knowledge, skills and behaviours set out by the standard. 

• Complete a minimum of 20% off-the-job training hours (OTJ).

• Hold, or achieve with AGL Training, a Level 1 and attempt L2 in English and mathematics before sitting their End Point Assessment. 

• Pass End Point Assessment. 

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Knowledge, skills and behaviours (KSBs) assessed are: 

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• Knowing your customers 

• Understanding the organisation 

• Meeting regulations and legislations 

• Systems and resources

• Your role and responsibility

• Customer experience

• Product and service knowledge

• Interpersonal skills

• Communication

• Influencing skills

• Personal organisation

• Dealing with customer conflict and challenge

• Developing self

• Being open to feedback

• Team working

• Equality – treating all customers as individuals

• Presentation – dress code, professional language

• Right first time

 

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End Point Assessment (EPA)

 

End Point Assessment is carried out by an external organisation (EPAO) and is made up of the following:

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1.Apprentice Showcase – A presentation of/or written report on the strongest evidence showcasing KSB’s.

2.Practical Observation – 1 hour observation at work.

3.Professional Discussion – 1 hour discussion about the observation, professional development and their apprenticeship.

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Apprentices’ 1st attempt at EPA are covered by the course funding, however, in the event of an Apprentice failing, their EPA re-sit / re-take costs will fall to the employer.