Customer Service Practitioner (Level 2 Apprenticeship)

This customer service apprenticeship consists of the knowledge, skills and behaviours needed to succeed in a customer service role.

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 responsibility for your personal and professional success, covering:

• 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

Functional Skills
Apprentices under 19 years of age will be required to undertake Functional Skills Level 2 in English and Maths unless exempt.

Off-The-Job Training Hours
You will undertake a minimum of six hours a week of off-the-job training hours, this is learning that takes place during your normal working hours. These could comprise of working through online course materials, time spent on your portfolio, undertaking relevant webinars etc.

You will compile a portfolio and undertake an End Point Assessment (EPA). The EPA consists of:

• An Apprentice Showcase - An independent assessor will assess a chosen selection of your portfolio evidence, such as customer feedback, witness statements and reviews.
• Practical Observation – An observation undertaken by an independent assessor, this could include, for example, handling an enquiry or dealing with a customer complaint.
• Professional Discussion – A discussion with an independent assessor following the practical observation to confirm your knowledge and understanding during potential customer service scenarios.

This apprenticeship can be started at any time. You will work through your online course materials at a time that is convenient to you and be supported by a personal tutor.

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. 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.

International qualifications
Students with foreign qualifications are required to have their certificates translated using a UK ENIC Statement to confirm if they have previously achieved Level 2 English and Level 2 maths for their apprenticeship. If a student has not previously achieved this, they will need to complete Functional Skills English and/or maths as part of their apprenticeship. More information about how to apply, how it works and prices can be found on the UK ENIC’s website here.

Please note: As our courses include online learning components, students are required to have access to a PC or laptop with a reliable internet connection.

Apprenticeship course fees are payable by the employer. Fees are dependent upon the size of the organisation you are employed in.

Course fees for Growth and Skills (Apprenticeship) Levy Paying Employers
(organisations with an annual pay bill of more than £3 million)

These employers will pay the full apprenticeship amount of £3,500 using their digital account.

Course fees for Non-Levy Paying Employers
(organisations with an annual pay bill of less than £3 million)

These employers will pay 5% (£175 in one payment) towards the cost of the apprenticeship using their digital account.

Please note that fees may be free for those aged 16-21 years, working in a non-levy paying organisation with less than 50 employees.

Awarding Body Fees
The End Point Assessment (EPA) fee is included, however, if a student needs to re-sit their EPA, re-sit fees will be payable.

General Advice
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 (The College of Animal Welfare).

On completion of this level 2 customer service 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 wonder what you should do next.

If you are looking to study to the next level you might consider undertaking the Customer Service Specialist Level 3 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.

Yes. In order to undertake this apprenticeship, you must be living and working in England in a customer service role.

Off-the-job (OTJ) training hours are mandatory, paid learning hours for apprentices that take place during normal working hours to help them to gain new skills and knowledge outside of their normal daily work duties. This could be working through online course materials, webinars, time spent on your portfolio etc. Each apprentice has to undertake a minimum of six OTJ hours per week (this may be pro rata for part time employees).

There’s no need to wait, you can start at any time.

Unfortunately not, apprenticeships must be paid for by the employer. It is also important that your employer is supportive of you undertaking the apprenticeship as they would have to allow you a minimum of six hours a week of off-the-job training. You could consider undertaking the City & Guilds Level 2 Diploma in Customer Service if you wish to pay for a qualification yourself.

At the current time, you would need to find your own employment in a customer service role to begin this apprenticeship. We are sometimes asked by employers to help them to recruit an apprentice; any apprenticeship vacancies we know about will be advertised on our Apprenticeship Vacancies webpage – you can also sign up to receive new apprenticeship job alerts via this page.