Customer Service Practitioner Apprenticeship Standard Level 2

Overview of the role

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Knowledge

• Knowing your customers
• Understand who customers are.
• Understand the difference between internal and external customers.
• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
• Understanding the organisation
• Know the purpose of the business and what ‘brand promise’ means
• Know your organisation’s core values and how they link to the service culture.

Your role and responsibility

• Understand your role and responsibility within your organisation and the impact of your actions on others.
• Know the targets and goals you need to deliver against.
• Customer experience
• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
• Understand how to build trust with a customer and why this is important.
• Product and service knowledge

Interpersonal skills

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Communication
• Depending on your job role and work environment:
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Behaviours

• Developing self
• Take ownership for keeping your service knowledge and skills up-to-date.
• Consider personal goals and propose development that would help achieve them.

Duration

12 months (this does not include EPA period)

Delivery

The delivery will be done mainly at the workplace, with the off-the-job training accounting for at least 6 hours a week. The assessor will regularly visit you at work to observe you performing relevant tasks and to carry out professional discussions.

You will complete a Level 2 Customer Service Practitioner prior to taking the end-point assessment.

Upon completion you can progress onto an advanced or higher apprenticeship at level 3, 4 or 5.

End Point Assessment

The end-point assessment (EPA) for Customer Service Practitioner contains 3 methods of assessment which will be graded as Fail, Pass or Distinction:

• Work based project
• Practical observation
• Professional discussion