Course overview

Quick Facts

If you are located outside the 90 minutes radius of the above centres, please contact us as we may still be able to meet your training needs.

Provide a high quality service to customers…

As a customer service practitioner your actions have the direct ability to influence the customer experience and satisfaction of your organisation. You will be responsible for providing a high quality service to customers in a variety of ways e.g. face-to-face, by phone, email, post or via social media. Tasks can be wide and varied depending on your organisation but could include taking orders and payments, providing guidance and support, and solving problems.

During the Level 2 Customer Service Practitioner Apprenticeship you will develop strong customer service and communication skills and behaviours, to provide a customer service experience in line with your company standards and policies.

As a customer service apprentice, you will be employed in a client facing role gaining vital practical skills and experience, and earning a wage alongside studying your formal apprenticeship qualification.

As this apprenticeship is work-based, you may apply to start at any time of the year and will not be required to attend College for tuition. You will be allocated a Work-based Learning Assessor who will support you through your qualification via email and telephone contact and regular visits to your place of work.

Benefits to employers

  • Grow your business: Affordable way to expand and develop your business
  • Cost effective: Provide valuable opportunities whilst minimising recruitment and training costs
  • Enhanced reputation: Maximise customer experience and loyalty
  • Increased productivity: Increase staff efficiency though the development of knowledge and skills

CAW Business School has a well-earned reputation for excellence; delivering quality training and education and employer support. Your apprentice will benefit from:

  • Tuition, support and assessment provided in the workplace, online and via email and telephone contact
  • Support and guidance from an allocated, qualified Work-based Learning Assessor
  • Access to our unique Virtual Learning Environment (VLE) and extensive eLibrary resources

 

Course content

You will gain the essential knowledge, skills and behaviours to provide first class customer service, develop yourself and enhance your professional and employability skills.

Knowledge

You will gain the knowledge needed to do your job to the best of your ability, legally and in line with company policies, looking at:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills

You will develop transferable skills to allow you to confidently apply the knowledge you will be learning, covering:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours

You will learn how to take ownership of your attitude and behaviours to take responsibility for your personal and professional success, looking at:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time” – clarify and manage customer expectations

End Point Assessment

Apprentice Showcase
During your apprenticeship you will complete a portfolio of evidence; a selection of which will then be chosen to showcase your development. It is likely that evidence will include items such as customer feedback, witness statements, reviews and recordings. The showcase will be assessed against a number of areas by an independent assessor.

Practical Observation
You will be observed in your workplace by an independent assessor to assess your skills, knowledge and behaviour; situations you are likely to be observed in include handling a general enquiry, dealing with a customer complaint or a request for further information.

Professional Discussion
Following your practical observation you will take part in a professional discussion with the Independent Assessor. The aim of the professional discussion is to confirm your knowledge and understanding and give opportunities to discuss any scenarios that might happen that were not possible to witness during the practical observation.

Functional Skills

You will undertake Level 2 Functional Skills in English and Maths unless exempt. These are assessed via online examinations and practical assessments.

Entry requirements

There are no formal academic entry requirements. However, you will need to be living and working in England in a role that involves regular contact with clients, within a 90 minute radius of our Huntingdon, Potters Bar or Leeds centres, earning at least the National Minimum Wage for Apprentices. To complete this apprenticeship within 14-16 months you will need to be working for a minimum of 30 hours per week, if you are working less than 30 hours a week the length of your apprenticeship will be extended depending on your working hours.

If you have a level 4 (or above) qualification you are still able to undertake this apprenticeship if your current qualification is in an unrelated subject. If your existing qualification is in a similar subject you will not be able to undertake this apprenticeship, in which case you may wish to undertake the City & Guilds Level 2 Diploma in Customer Service.

Course fees

Apprenticeship fees are payable by the employer. Prior to commencing the course an invoice will be issued for the total course fee. There are, however, several payment options to choose from:

  • Full Fee:  Payment in full before the beginning of the course
  • Quarterly:  One payment prior to the start of the course followed by payments every three months thereafter
  • Monthly:  One payment prior to the start of the course followed by monthly payments thereafter

If you have not achieved your qualification by the planned end date detailed in your individual learning plan, you will be able to continue to receive support and access to your course by paying monthly direct debit payments until certification of your award.

Course Fees

The way apprenticeships are funded, and paid for, has now changed. Employers should take note of the fees that are applicable to their organisation. As an employer you will either be an Apprenticeship Levy Payer (employers with over a £3 million pay bill) or Non-Digital Account Holder (employers with less than a £3 million pay bill).

Employ an apprentice aged 16-18 and save over £1,000!

If you take on an apprentice under 19 years of age, you will receive a £1,000 incentive from the government towards the training fees! In addition, if your organisation has less than 50 contracted employees the course fees will be fully funded!

Course fees for Apprenticeship Levy Payers

Digital account payment – £4,000

Course fees for Non-Digital Account Holders

Course fees for non-digital account holders are paid via co-investment with the government, meaning that the government provide some funding towards course fees. The additional fees that you will be required to pay are as follows:

Full Fee Quarterly Monthly
£400 £100 every three months £33 per month

Awarding Body Fees*

Please contact us for details.

* Awarding Body Fees are payable by all employers and recharged at cost and may be subject to change.

Sources of financial help can be found on our student finance page. Before making any financial decision it is recommended that you seek advice from an independent source, for example the Money Advice Service.

These are current figures and may be subject to change. The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be as a result of age, employment status, previous education achievements, or location for example, and are outside the control of CAW Business School.

 

What next?

On completion of your apprenticeship you will have gained the confidence, practical skills and abilities to provide exceptional customer service and excel in your role. During this time, your desire to learn and increase your knowledge further may lead you to wondering what you should do next. If you are looking to study to the next level you might consider undertaking the Level 3 Advanced Apprenticeship in Customer Service. To do so you would need to be working in a supervisory or managerial position, however if you are not currently working in such a role but are aspiring to do so, it may still be possible to undertake the advanced apprenticeship; this will be assessed on an individual basis and is something your assessor will discuss with you as you approach the end of your level 2 apprenticeship.

Alternatively you may wish to consider a related qualification such as business administration or leadership and management in order to gain further understanding of the business environment and expanding your existing skillset.

Testimonials

What our Business School students say:

“I have enjoyed learning new skills and applying some of these to my current job”
“The tutors are very helpful and supportive and provide me with regular reviews on my progress”
“The course fits around my everyday work making this easy to complete”
“The tutors are extremely helpful and always manage to find time to provide support and answer any queries”