Customer Service Practitioner Level 2 Apprenticeship

You will need to have achieved GCSEs at grade 9 – 3 (or comparable qualification) in English and maths.

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills, experience of working with customers in some capacity.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.

This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

The apprenticeship includes:

Skills – business-focused service delivery, providing a positive customer experience, working with your customers, customer insights, customer service performance and service improvement.

Knowledge – business knowledge and understanding, customer journey knowledge, knowing your customers and their needs, customer service culture and environment awareness.

Behaviours – develop self, ownership/ responsibility, team working, equality and presentation.