Customer Service Practitioner (Level 2 Apprenticeship)

This apprenticeship has designed by employers specifically for employees to be able to learn how they can influence the customer service experience within their role in order to positively impact the organisation.

All apprentices need to be employed within a suitable role and earning at least the minimum apprenticeship wage.

Providing the opportunity for your team to undergo apprenticeship training has many benefits to your organisation:

• Growing productivity: Maximise staff efficiency though the development of knowledge and increasing team motivation by developing a learning culture.
• Cost effective: Provide valuable opportunities which improve retention to minimising recruitment costs
• Develop your business: Affordable way to expand and improve your business
• Enhanced reputation: Provide customer reassurance by investing in trained staff.

The 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

Entry Requirements

There are no formal academic entry requirements to undertake this qualification however in order for you to have an apprentice they must be living and working in England in a suitable role. In addition they cannot already hold a Level 2 (or above) qualification in a similar subject).

For the apprenticeship to be completed within 14-16 months the apprentice must be working a minimum of 30 hours per week. If they are employed for fewer hours then the length of their apprenticeship will be proportionately extended.

Should you be looking to recruit a new trainee to join your team we can help to advertise your vacancy and screen applicants free of charge, contact us for more information.

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.

Course Content

This apprenticeship consists of the knowledge, skills and behaviours that are required by someone in a customer service role in order to succeed. 

Knowledge

The knowledge gained will provide the opportunity to improve your employee’s knowledge to do their job to the best of their abilities, 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

Transferrable skills will be gained to provide the confidence for the knowledge to be applied:

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

Behaviours

Attitude and behaviours covered will provide the opportunity for your employee to learn how to take responsibility for personal and professional success:

• 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

Course Fees

Apprenticeship fees are payable by you as the employer.

Prior to commencing the course an invoice will be issued for the total course fee.

As an employer you will either be an Apprenticeship Levy Payer (employers with over a £3 million pay bill) or Non-Levy Payers (employers with less than a £3 million pay bill).

Course fees for Apprenticeship Levy Payers

Levy payers in England will pay the full apprenticeship amount of £3,500 using their digital account.

Course fees for Non-Levy Payers

Non-levy paying employers in England are required to contribute 5% (£175 in one payment) towards the cost of the apprenticeship provided they use their digital account to process the claim for 95% funding available.

All fees are fully inclusive of End Point Assessment (EPA) fees. However, if a student needs to re-sit their EPA, re-sit fees may be payable.

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?

Completion of this apprenticeship will give your employee the confidence, practical skills and abilities to provide exceptional customer service and excel in their role.

Following this qualification many employers choose to continue supporting their staff and develop them further such as by supporting them in the next level of training such as the Level 3 Customer Service Specialist Apprenticeship or in related areas of business, such as Leadership and Management or Accounting and Bookkeeping.