Customer Service Practitioner Level 2

Apprenticeship

Customer Service Practitioner Level 2

Great customer service helps deliver an outstanding experience to your clients and stakeholders. This course is ideal for anyone in a customer-facing role, responsible for delivering high-quality service to internal and external customers.

Our Customer Service Practitioner Apprenticeship helps individuals to understand the importance of customer experience to the reputation of a business and the value they can add by delivering excellent standards of customer service.

Who is this programme for?

Aged 16+ – no maximum age limit
Have the right to live and work in the UK
Have been a British/EU citizen for the last 3 years

Overview

Course Level

Level 2

Duration

14 months

Sector

Sales & Marketing

Learning method

Blended

Location

Workplace/Remote

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Customer Service Practitioner Level 2

Overview

The core responsibilities of a Customer Service Practitioner are based around; interacting with customers, providing excellent service while sharing information and knowledge about a specific product. This includes different types of communication such as; face-to-face, telephone, email, online messenger, social media or post. A dedicated DBC Training development coach uses a combination of physical and virtual coaching for a truly blended learning experience.

Modules

What will I learn?

Module 1

Introduction to Customer Service

Module 2

Knowing your customers

Module 3

Understanding your organisation

Module 4

Your role and responsibilities

Module 5

Meeting regulations, legislation and equality and diversity

Module 6

Communication and influencing skills

Module 7

Customer experience, dealing with conflict and challenge

Module 8

Developing self and interpersonal skills

Module 9

Product and service knowledge

Module 10

Mock observation

Module 11

Systems and resources

Module 12

Being open to feedback and emotional intelligence

Module 13

Working effectively in a team

Module 14

Preperation for EPA

Are you interested? Speak to one of our experts today!

EPA

End-point assessment

The Apprenticeship End-Point Assessment (EPA) is the ultimate measure of an apprentice’s skills and knowledge. It’s a rigorous, independent evaluation conducted by qualified and independent assessors to ensure that apprentices have reached the required standard in their chosen field. EPA is the final step in an apprenticeship journey, validating their expertise and paving the way for a successful career.

Practical assessment

Professional discussion

Frequently asked questions

For learners

An apprenticeship is a work-based training program that combines practical experience with structured learning. Whether you’re a young person entering the workplace for the first time, or an experienced manager looking to progress in your career, an apprenticeship can benefit your career by providing hands-on training, allowing you to earn while you learn, and gaining valuable qualifications and experience specific to your chosen industry.

No. You have to be a minimum of 16 years old to start an apprenticeship, but there is no upper age limit if you are interested in training in a new career later in life. Many employers are training up existing members of staff through the apprenticeship route to help further their career development.

Many people start on a level 2 apprenticeship and work their way up to a higher or degree apprenticeship. Many employers and training providers will ask for a certain level of numeracy and literacy and may require you to have qualifications or certain experience as part of the entry criteria.

Apprenticeships allow you to earn while you learn. Apprentices under the age of 19 are entitled to the apprentice minimum wage, as a minimum, for the work they do. After the age of 19, or 18 if you have completed your first year of your apprenticeship, you will be entitled to the working National Minimum Wage.

Key steps include researching available apprenticeships, tailoring your CV and cover letter, preparing for interviews, and showcasing your enthusiasm for the industry. Our recruitment team are on-hand to help you navigate the application process successfully.

Apprenticeships provide a mix of on-the-job and off-the-job training, leading to recognised qualifications in your chosen field. You’ll gain practical skills, industry-specific knowledge, and valuable work experience that enhance your employability.

The exact duration varies based on the apprenticeship programme, but it typically ranges from 12 months for a level 2 apprenticeship to two years for a level 5 apprenticeship. We also take into account any prior learning and experience when planning the apprenticeship duration.

Yes, apprentices receive ongoing support throughout their programme. This includes regular progress reviews with a Development Coach, mentorship, guidance from your employer, and resources to help you succeed in your role and complete your apprenticeship successfully.

As an apprentice, you have rights related to wages, working hours, and a safe working environment. You also have responsibilities to actively engage in your training, perform your job duties, and adhere to the terms outlined in your Apprenticeship Agreement.

For employers

An apprenticeship is a work-based training program that combines practical on-the-job experience with structured learning. It benefits your business by providing a cost-effective way to train and develop a skilled workforce tailored to your specific needs.

Anyone in England aged 16 years old and above, whether employed, unemployed, or leaving school. There is no upper age limit.

Apprenticeships are work-based qualifications. The Development Coach will deliver training to the apprentice through teaching sessions face-to-face or virtually and support them in building an apprenticeship portfolio of evidence throughout their programme. An End-Point Assessment is completed to assess the knowledge, skills and behaviours that they have learnt throughout the apprenticeship

You need to make sure there is a genuine job available for a minimum 30 hours per week, with a contract of employment long enough for the apprentice to complete their apprenticeship. It must also allow the apprentice to develop the skills, knowledge and behaviours set within the apprenticeship standard. The commitment from your business involves providing on-the-job training, mentorship, and support to help the apprentice complete their training successfully.

We can help you find suitable apprenticeship candidates through our end-to-end no-cost apprentice recruitment service. Our apprentice recruitment team work with you to create the job description and promote your vacancy via local partners and the National Apprenticeship Service. We also provide candidate shortlisting and interviewing to help find the best talent.

If you pay the apprenticeship levy you can spend this on training and assessing your apprentices. The government will apply a 10% top-up to the funds you have in your account. If you are an employer that doesn’t pay the levy, you pay just 5% towards the cost of training and assessing an apprentice. The government will pay the rest up to the funding band maximum. You must pay them at least the National Minimum Wage rate depending on their age and the year of apprenticeship training they’re in.

There are various financial incentives, including the Apprenticeship Levy for larger businesses and government support schemes. These incentives aim to offset the costs associated with hiring and training apprentices. Check with the government and relevant agencies for the latest information.

The exact duration varies based on the apprenticeship programme, but it typically ranges from one to four years. We also take into account any prior learning and experience when planning the apprenticeship duration.

What our apprenticeships say about us

“Communication skills are important skills I am glad to have learnt as they will help me in every aspect of my life.”

Milly Clulow (MW Polymers)

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Apprenticeship vacancies

Becoming an apprentice can be a smart move for anyone looking to gain practical experience in a particular field or industry. By working alongside experienced professionals, you can learn the ins and outs of a business while developing your own skills and expertise.

Apprenticeships vacancies

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