Customer Service Practitioner - Level 2 Apprenticeship

An Apprenticeship in Customer Service equips you with the skills to deliver excellent customer service which will serve you well in virtually any industry. The service industry sector is vast and most customer service apprentices work in retail, financial services, call centres, hospitality and recreation.

  • Course Information
    • Course Code
    • Validated By
      City & Guilds
    • Learner Aim Reference
    • Attendance Pattern
    • Course Level
      Level 2
    • Study Mode
    • Course Location
      work based
    • Age Group
      Adults (19+)
      School Leavers (16-18)
    • Course Duration
      12 +4 End Point Assessment (EPA) months and 1 week
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  • Overview

    You will work towards the Customer Service Practitioner Standard at Level 2 consisting of:

    • Level 2 Diploma in Customer Service – assessed in the work place including knowledge, skills and behaviours
    • End point assessment including a portfolio showcase, observation and professional discussion

    On successful completion of all elements you will be awarded the Customer Service Practioner Standard Certificate.

    You will be employed in a suitable role earning an apprenticeship salary, learning on the job as well as having the opportunity to come to College. In addition you will have the opportunity to access all College facilities in the same way as full time students.

  • Entry Requirements

    4 x GCSE A*-D / 9-3 including GCSE English at A*-C / 9-4 and Maths at A*-D / 9-3 or equivalent.

    Please note that employers may stipulate higher entry requirements than those listed and should therefore be treated as the minimum entry criteria. However, if you do not currently meet the entry requirements for the apprenticeship you wish to apply for, you may also be considered based on related subject qualifications and/or life/work experience or upon successfully achieving the required Basic and Key Skill Builder (BKSB) results.

    Should you not hold GCSE English at A*-C / 9-4 and / or Maths at A*-D / 9-3 or equivalent you may have the opportunity to complete a functional skills course alongside your apprenticeship. Suitability will be determined following an initial assessment and diagnostic. Your programme duration may be extended to allow for functional skills.

    All information correct at the time of publication but could be subject to change.

  • How will I be assessed?

    You will build a portfolio of evidence to showcase your journey containing examples of work-based evidence and observations. This will confirm competence and knowledge and will include:

    • personal statements
    • photographs
    • assessor observations
    • testimonies from colleagues
    • evidence of questioning or discussions.
  • Employer Requirements

    Employers must be prepared to work with their Apprentices to develop their knowledge and skills by providing a wide range of learning and training opportunities. They must also be prepared to allow them to attend College sessions at the agreed times. Employers are also expected to encourage Apprentices to research their chosen vocation and to support any work experience that will benefit the Apprentice to come up to reach the required level of competence.

  • Progression Pathway

    Progressions from this course include:

    • •Level 3 in Customer Service
    • the skills and knowledge you acquire in customer service will open doors in a variety of organisations
  • Attendance & Support

    Runshaw College believes that attendance and punctuality are key factors in the timely success of an apprenticeship. Apprentices are accepted on the basis that they will have a high level of attendance at college (if applicable) and in the workplace. Persistent or regular absenteeism is a disciplinary offence and may lead to dismissal from the programme.

    Runshaw apprentices will be offered support and be encouraged to develop the ability to work on their own and as team players. We expect our apprentices to show enthusiasm and the motivation to reach and exceed their goals.

    It is important to maintain time keeping and attendance for both college (if applicable) and workplace sessions to ensure learners remain on target.

  • National Careers Service

    For guidance about what careers subjects can lead on to please follow this link to the National Careers Service.