L2 Customer Service Practitioner

The training programme will help the learner to understand how their own actions will influence the customer experience and their satisfaction with the organisation. The learner will gain an understanding on how to demonstrate excellent customer service skills and behaviours, alongside having the knowledge of products and/or services when dealing with customers. The learner’s customer interaction may cover a wide range of methods for example: face-to-face, telephone, post, email, text and social media.

The learners may be the first point of customer contact. The roles may include Customer Service Advisor, Customer Service Team Leader, Customer Service Sales and Telesales Support Personnel.

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge

To drive quality and consistency the on-programme learning may include use of normal performance management processes to monitor the progress of the apprentice, provide feedback and guide development. A joint review of progress will be conducted at regular intervals involving apprentices, line managers and other stakeholders. For example: Mentors, workplace coaches etc. Learners will develop and maintain examples of their work throughout their apprenticeship. This could be in the form of a portfolio.

• Customer Service Practitioner Standard
• Level 2 Diploma in Customer Service Practitioner
• Level 2 Functional Skills in maths
• Level 2 Functional Skills in English
• End Point Assessment

The learner will be allocated a qualified Tutor to support the full completion of the qualification and prepare for end point assessment. The tutor will meet with the learner on a regular basis in the workplace to conduct assessments which will be planned with the learner and their manager; assessment will also be conducted through a blended model of e–Learning and face to face delivery.

The Tutor will manage the learner’s portfolio of evidence using an online electronic system called OneFile and provide regular updates about progress. The learner can contact their Tutor in between visits to discuss any aspect of the qualification and will have access to their individual learner’s portfolio.

An End Point Assessment will be carried out by staff from an independent End Point Assessment centre approved on the Register of End Point Assessment Organisations.

The End Point Assessment will test the entire apprenticeship standard, and be undertaken as follows:

• Apprentice showcase – to reflect and present examples of the learner’s development over the entire training programme.
• Practical observation (60 minutes)
• Professional Discussion (60 minutes)

The End Point Assessment requires apprentices to demonstrate they have achieved the standard.

Before the apprentice is adjudged ready to undertake the end-point assessment by their employer and learning provider, they will need to:

• Achieve Customer Service Practitioner Standard
• Achieve the Level 2 Diploma in Customer Service Practitioner
• Achieve Level 2 maths and English Functional Skills
• Complete a portfolio Apprentice Showcase

The purpose of the End Point Assessment is to test (in a synoptic way) the skills, knowledge and behaviours of the learner as set out in the apprenticeship standard

The learner’s manager will be required to take part in the end point assessment on several occasions to undertake / support activities – This is a mandatory requirement, please confirm your agreement to commit in order to enrol. End Point Assessment provides learners with a showcase opportunity to provide oral and documentary evidence of their knowledge, skills and behaviours developed throughout the apprenticeship. Enables the independent assessor to assess the skills and behaviours of the apprentice by observing the learner in the course of their normal work. Tests the knowledge acquired by the apprentice throughout the apprenticeship.

The qualification usually takes around 12-15 months. However, it is possible to complete earlier depending on existing achievement and individual circumstance which can be discussed with the Tutor.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.