You will combine on-the-job learning with your employer where you are expected to complete at least half a day off-the-job learning to meet the 20% off-the-job training requirement. You will attend our training centre in Malton one day a month for face-to-face delivery. You will also undertake one online session a month with your trainer.
You will also be visited in the workplace by a trainer to complete a tripartite review with you and your employer to check progress and set targets.
The Level 2 Customer Service Practitioner Apprenticeship Standard is designed to be the “first-line face” of the organization. This apprenticeship focuses on mastering the fundamentals of high-quality interaction, developing excellent communication skills, and ensuring that every customer has a positive, seamless experience from the very first point of contact.
Typically the main purpose of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers. Typical duties may include: dealing with orders, payments, offering advice, guidance and support, meet-and greet, sales, fixing problems, after care and service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type. Specific responsibilities may vary, but the skills, knowledge and behaviours needed will be the same whatever the role.
You will collate a portfolio of jobs you have done in the workplace. These jobs will show the knowledge, skills and behaviours you have developed throughout the Apprenticeship. This portfolio will be specific to your apprentice’s role.
This is the final assessment you do to ensure you are competent to be certificated in your role.
This will be carried out by an independent End-Point Assessment Organisation.
The End-Point Assessment includes a knowledge test, and a competency-based interview and professional discussion supported by your portfolio of evidence.
Once you pass your End-Point Assessment you will be awarded with your Apprenticeship certificate.
Studying customer service provides a versatile foundation that can take you into almost any industry, from professional services and retail to hospitality and corporate head offices.
Because every business relies on customer satisfaction to thrive, your career path is exceptionally flexible.
On completion, you may choose to register as Associate Members with the Chartered Management Institute or the Institute of Leadership and Management, to support your professional career development and progression.
Alternatively, they may choose to further your educational studies by moving on to the Level 3 Customer Service Specialist Apprenticeship.
Candidates must have ideally achieved grades 4/C or above in 2 GCSEs. ideally in English & Maths.
If the learner has not achieved a GCSE Grade C/4 or equivalent in English and/or Maths, you will be supported to complete Functional Skills as part of your apprenticeship.
The learner must be employed in a relevant role for a minimum of 30 hours per week.
The cost of the apprenticeship is funded by the Government and your employer. There are no training costs paid directly by the apprentice.
As you are earning a wage, your employer may expect you to pay for your travel to Derwent Training for your training day. This may be via car, bus or train but every employer is different. It is your responsibility to get to and from the training centre for your off-the-job training.
What you earn as an apprentice will depend on your age, the apprenticeship standard and the location of the employer.
If you are 16-18, or 19 or over and in the first year of your apprenticeship then you are be entitled to the National Apprenticeship Minimum Wage. Many employers do pay more than this but as you are their employee it is their decision. You must be paid for:
You are entitled to at least 20 days of paid annual leave plus bank holidays. You can find information on the National Minimum Wage here.
