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 every 10 weeks 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.
A portfolio of jobs to evidence knowledge, skills and behaviours and will be collated with jobs they are doing in the workplace. This portfolio will be specific to the apprentices role.
The End-Point Assessment or EPA for short, is the final assessment for every apprentice to ensure they are competent to undertake the role they have been training in throughout the apprenticeship. This will be carried out independently by the End-Point Assessment Organisation. The format for each EPA can differ, depending on the apprenticeship pathway being taken. However, assessment methods typically involve tasks such as: a presentation with questions and answers, a professional discussion, an interview or variety of multiple choice questions. All of these are underpinned by the portfolio of evidence you will collate during the course of the apprenticeship.
On completion, apprentices may choose to register as Associate Members with the Chartered Management Institute and/or the Institute of Leadership and Management, to support their professional career development and progression. Alternatively, they may choose to further their educational studies by moving on to the Level 3 Customer Service Specialist Apprenticeship.
Candidates must have ideally achieved Grades 4/C or above at GCSE including 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. This is delivered by Derwent Training. The learner must be employed in a relevant role for a minimum of 30 hours per week.
The cost of the apprenticeship is partly funded by both the Government and the employer. Ask Derwent Training how the funding rules will apply to your business – there are no training costs to be paid by the apprentice.
You will be expected to pay for your travel method to attend Derwent Training for any face-to-face delivery.
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 may 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:
