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Customer Service Practitioner Apprenticeship

Dereham (Norfolk)

Level 2 Customer Service Practitioner
Apprenticeship

Customer Service Specialist Apprenticeship

Overview

Key responsibilities of apprentices may include dealing with customer information requests and problems, answering telephone calls, representing the organisations professionally, responding to emails.

Learner Benefits

  • Earn while you learn – you will earn a salary whilst learning a new job.
  • No course fees for you to pay.
  • Boost your professional profile within your organisation.
  • You will learn, develop and maintain key skills such as English, maths and digital skills.
  • You will be able to get student discounts if you sign up for a NUS card.
  • You will have access to an Apprenticeship Coach who will provide high quality bespoke one-to-one support.

Entry Requirements

  • Must be in a customer service role; Customer Service Advisor, Customer Service Representative, Call Centre Agent, Receptionist.
  • Must gain the minimum of an E3 result from initial assessments in English and maths.

Length of Programme

Up to 15 months on programme learning followed by 90 days for End Point Assessment.

Delivery Model

You will attend regular coaching sessions with a qualified and industry experienced Apprenticeship Coach who will conduct remote sessions through Microsoft teams lasting approximately 1 hour. (During this time, you will be set work to undertake as part of your off the job training). At quarterly intervals you will receive a face to face visit to discuss progress and learning with practical activities being reviewed where necessary.

Off the Job Training

As an apprentice you will be given 20% of your paid working hours as off the job training time. For example, for a 30-hour working week you could be given 6 hours to complete off the job training within the workplace.
Off the job training activities may include; online course work, job shadowing other staff, new tasks you are being trained on within the workplace which form part of your role, internal / external courses in-line with the standard.

End Point Assessment - with an independent assessor

  • Portfolio of your work.
  • Observation within the workplace.
  • Discussion about your learning.

Please note that the End Point Assessment may be conducted remotely and you will be fully supported and prepared to undertake these assessment activities.

Functional Skills

Maths and English up to level 2 with homework and tutor support to prepare for the final exam (If you have not already achieved this prior to starting the Apprenticeship).

Required Materials

A laptop / PC / Smart Phone / Tablet
Access to the internet
Access to Microsoft Teams

Career Progression Opportunities

On completion apprentices may be eligible to progress on to a level 3 Customer Service Specialist Apprenticeship.
On completion apprentices may choose to join the Institute of Customer Service as an Individual member at Professional level.

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