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.
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Have regular 1-to-1s with their line manager.
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Work closely with their Assessor/Tutor who will provide guidance and support in meeting the knowledge, skills and behaviours set out by the standard.
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Complete a minimum of 20% off-the-job training hours (OTJ).
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Hold, or achieve with AGL Training, a Level 1 and attempt L2 in English and mathematics before sitting their End Point Assessment.
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Pass End Point Assessment.
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Knowledge, skills and behaviours (KSBs) assessed are:
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Knowing your customers
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Understanding the organisation
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Meeting regulations and legislations
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Systems and resources
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Your role and responsibility
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Customer experience
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Product and service knowledge
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Interpersonal skills
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Communication
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Influencing skills
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Personal organisation
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Dealing with customer conflict and challenge
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Developing self
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Being open to feedback
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Team working
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Equality – treating all customers as individuals
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Presentation – dress code, professional language
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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.