Level 2 Customer Service Practitioner

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

This apprenticeship is suitable for those working in customer facing and advisory role that liaise with customer over the phone or face-to-face. The typical roles for this apprenticeship include Customer Service Trainee, Customer Service Assistant, Customer Service Administrator and Customer Service Advisor.

How long will it take me to achieve this qualification?
This course is typically takes up to 12 months.

What apprentice will learn?

  • Customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
  • Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  • Communications - including interpersonal, tone of voice and verbal and non-verbal communications
  • Presentation - including dressing appropriately and using positive and confident language
  • Using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels

How is the qualification assessed?
This qualification is assessed through completion of a portfolio of evidence which will be assessed and internally quality assured by the centre.

What next?
Learners achieving this qualification can choose to progress onto the Level 3 Customer Service Specialist.