Customer Service Practitioner Apprenticeship (Level 2) Standard

You will focus on a range of Knowledge, Skills and Behaviours that you need to be an effective Customer Service Practitioner. You will attend dedicated knowledge workshops for: Knowing your Customers; Understanding the Organisation; Meeting Regulations and Legislation; Systems and Resources; Your Role and Responsibilities; Customer Experience; and Product and Service knowledge. These workshops will not only provide you with the knowledge but also the opportunity to build your confidence in using your influencing skills; organising your time; dealing with customer conflict and challenge; developing self; being open to feedback; and team working. To achieve this apprenticeship standard, you will need to complete a minimum of 12 month’s on programme learning before undertaking the End Point Assessment (EPA); your employer, and, if appropriate in conjunction with Chichester College, will formally sign-off that you have met the minimum requirements in regards to knowledge, skills and behaviours within the standard.

You will need to attend weekly taught workshops (per duration of your course). You will be allocated an individual assessor, who will assess you one to one in your workplace. With all of our apprenticeship programmes we will work with you and your employer to document the 20% off the job training that is a requirement of the qualification. For the Functional Skills, you will attend dedicated weekly workshops and have access to learning materials. You will also be allocated a Student Tutor who w

The EPA for this apprenticeship standard includes 3 separate elements: Apprentice Showcase is the largest component of the EPA, enabling you to “reflect and present examples of your development over a 12-month period”; Practical Observation will be undertaken by the EPA Centre at the apprentice’s place of work; Professional Discussion will be a structured discussion between you and an independent assessor. For the Functional Skills, you will be assessed through exams and a Speaking & Listening portfolio of evidence; Functional Skills must be completed prior to taking the EPA.