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

Find out more

Overview

Course Level

Level 2

Duration

14 months

Sector

Sales & Marketing

Learning method

Blended

Location

Workplace/Remote

Enquire now

Download our Apprenticeship Brochure

Customer Service Practitioner Level 2 Apprenticeship

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

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

Are you interested?

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.

Enquire now Download brochure

What our apprenticeships say about us

“The qualification matches my current career aspirations, as I was not only able to develop my communication skills by speaking to different customers on a day-to-day basis, but I’ve also been able to grow in my role and pick up new skills and new training in the company whenever I was ready.”

Nikola Czarnecka (Hillary’s Blinds)

Apply today

Apprenticeship vacancies

Apprenticeships vacancies

Download our Apprenticeship Brochure

Download our apprenticeship brochure to discover eveything you need to know about our programmes, benefits, and how to get started.

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.

Apprenticeships

Speak to one of our experts

Please complete the form and one of our friendly team will be in touch as soon as possible.

The more information you give us about what you need, the easier it will be to direct your enquiry to the right place.

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Apprenticeship

Customer Service Specialist Level 3

Excellent customer service gives an outstanding experience to all of your clients and our Customer Service Specialist apprenticeship is designed to reach the highest levels of customer experience.

This apprenticeship is particularly aimed at individuals who are more experienced customer service agents with the skills needed to respond to more complicated, ongoing customer issues. It can be offered independently or as a progression from L2 Customer Service Apprenticeship.

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

Find out more

Overview

Course Level

Level 3

Duration

14 months

Sector

Sales & Marketing

Learning method

Blended

Location

Workplace/Remote

Enquire now

Download our Apprenticeship Brochure

Modules

What will I learn?

Module 1

Introduction to Customer Service

Module 2

Understanding the Business Strategy

Module 3

Your Customer Journey, Limits of your authority

Module 4

Managing internal and external customer expectations

Module 5

Understanding the regulations that affect the organisation

Module 6

Finding solutions for business problems, Continuous improvement

Module 7

Building a positive customer experience

Module 8

Observation of managing customer relationships, Interactions and feedback

Module 9

Gathering a variety of feedback and Analysing your customer types

Module 10

Maintaining a positive relationship when unable to deliver solutions

Module 11

Understanding customer issues, Taking ownership and resolving customer queries

Module 12

Recognising your colleagues as internal customers

Module 13

Demonstrating brand values and personal presentation to give the best customer service experience

Module 14

Preperation for EPA

EPA

End-point assessment

Practical observation with Q&A

Work based project with interview

Professional discussion

Are you interested?

Enquire now Download brochure

Download our Apprenticeship Brochure

Download our apprenticeship brochure to discover eveything you need to know about our programmes, benefits, and how to get started.

Frequently asked questions

For learners

For employers

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

What our apprenticeships say about us

“Now I have completed my course I feel that I have covered so much and learnt many new skills and about the different areas Customer Service covers.”

Georgia Burns (boobydoo LTD)

Apply today

Apprenticeship vacancies

Apprenticeships vacancies

Apprenticeships

Speak to one of our experts

Please complete the form and one of our friendly team will be in touch as soon as possible.

The more information you give us about what you need, the easier it will be to direct your enquiry to the right place.

For Employers For Learners

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Apprenticeship

Marketing Executive Level 4

Marketing is critical to all businesses, providing the insight to develop and deliver new products and services to meet ever-changing customer needs. Occupations in marketing span most industries and sectors and the roles can sit within a specific company/agency that provides marketing deliverables and advice to external clients, or within an internal marketing team, delivering marketing activities to drive that business.

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

Find out more

Overview

Course Level

Level 4

Duration

16 months

Sector

Sales & Marketing

Learning method

Blended

Location

Workplace/Remote

Enquire now

Download our Apprenticeship Brochure

Marketing Executive Level 4

Overview

The training delivery is tailored to suit your work environment and we empower apprentices to succeed by improving your business. By understanding your business needs we are able to shape the content of the course to deliver real benefits to your business and its brand awareness. While working with us apprentices will learn to define, design, build & implement campaigns across a variety of online & offline platforms. DBC Training’s development coaches are highly qualified with occupational expertise that is used to deliver an industry-recognised qualification. We deliver training using a combination of online and in-person sessions that are designed to help an individual reach their full potential and take the next steps in a marketing career.

Modules

What will I learn?

Module 1

Introduction to the course

Module 2

Marketing concepts, theories and brand

Module 3

Market Research and Campaign Planning

Module 4

Business Understanding and Commercial Awareness

Module 5

Products, Channels and Promotions

Module 6

Creative thinking

Module 7

Marketing campaigns

Module 8

Budget management and Monitoring Projects

Module 9

Evaluation and analysis

Module 10

Interpersonal and communication skills

Module 11

Agile and flexibility

Module 12

Business Systems and processes

Module 13

Resilience and Continuous Improvement

Module 14

Professionalism and Emotional Intelligence

Module 15

Service Delivery

Module 16

Preparation for EPA

Are you interested? Enquire Now!

EPA

End-point assessment

Multiple choice test

Project showcase

Professional discussion

Download our Apprenticeship Brochure

Download our apprenticeship brochure to discover everything you need to know about our programmes, benefits, and how to get started.

Frequently asked questions

For learners

For employers

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

What our apprenticeships say about us

“During my Level 4 Marketing apprenticeship, my tutor, Dan, has been amazing—supporting me through guided materials, regular check-ins, and providing valuable feedback.”

Anna Grimes (TradeChoice Carpet & Flooring)

Apply now

Apprenticeship vacancies

Apprenticeships vacancies

Apprenticeships

Speak to one of our experts

Please complete the form and one of our friendly team will be in touch as soon as possible.

The more information you give us about what you need, the easier it will be to direct your enquiry to the right place.

For Employers For Learners

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Apprenticeship

Multi-channel Marketer Level 3

The Multi-channel Marketer Apprenticeship is a new qualification in the UK that covers online and digital marketing, as well as traditional marketing skills. It is designed for individuals looking to start their career in marketing and empowers learners to create platform-specific strategies, campaigns, and content.

DBC Training’s development coaches are highly qualified with occupational expertise that is used to deliver an industry-recognised qualification. We deliver training using a combination of online and in-person sessions that are designed to help an individual reach their full potential and take the next steps in a marketing career.

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

Find out more

Overview

Course Level

Level 3

Duration

19 months

Sector

Sales & Marketing

Learning method

Blended

Location

Workplace/Remote

Enquire now

Download our Apprenticeship Brochure

Multi-channel Marketer Level 3

Overview

The Multi-channel Marketer Apprenticeship includes a focus on developing knowledge, skills, and behaviours relevant to the marketing industry. This encompasses understanding marketing principles, consumer behaviour, data analysis, and campaign planning as part of the knowledge component. The skills aspect involves applying marketing strategies across different channels, using digital tools, and evaluating campaign performance. Additionally, the apprenticeship emphasises professional behaviours such as effective communication, teamwork, and adaptability in a marketing context.

Module

What will I learn?

Module 1

Introduction to your Business, your team and your role

Module 2

Fundamentals of digital marketing

Module 3

The psychology of marketing

Module 4

Sales Funnels and CRM Systems

Module 5

How to build a marketing plan

Module 6

Brand Theory and how to apply it

Module 7

How to craft your marketing message

Module 8

Fundamentals of persuasive copywriting

Module 9

Creating a lead capture system

Module 10

Email marketing

Module 11

Web Copy, Video, Graphic Design, Social Media and Podcasts

Module 12

Fundamentals of SEO

Module 13

Paid Search – Google, Facebook (Meta), Linkedin.

Module 14

Management

Module 15

Google Analytics 4

Module 16

A/B Testing

Module 17

Marketing teams

Module 18

Offline marketing channels

Module 19

Preparation for EPA

Are you interested? Enquire Now!

Download our Apprenticeship Brochure

Download our apprenticeship brochure to discover eveything you need to know about our programmes, benefits, and how to get started.

Frequently asked questions

For learners

For employers

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

EPA

End-point assessment

Written project report

Interview

What our apprenticeships say about us

“Every interaction with DBC has been enjoyable and I personally have been so impressed by the seamless customer experience.”

Sophia Cox (EEM Ltd)

Apply now

Apprenticeship vacancies

Apprenticeships vacancies

Apprenticeships

Speak to one of our experts

Please complete the form and one of our friendly team will be in touch as soon as possible.

The more information you give us about what you need, the easier it will be to direct your enquiry to the right place.

For Employers For Learners

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Apprenticeship

Sales Executive Level 4

Typically, a Sales Executive will deal with a single point of contact for each sale and will present a pre-considered value proposition. The entire sales process may be completed during a single customer ‘conversation’, or over a series of interactions.

They plan their sales activities, lead the end-to-end sales interaction with the customer and manage their sales internally within their organisation. They will be responsible for retaining and growing a number of existing customer accounts, and generating new business by contacting prospective customers, qualifying opportunities and bringing the sales process to a mutually acceptable close.

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

Find out more

Overview

Course Level

Level 4

Duration

18 months

Sector

Sales & Marketing

Learning method

Blended

Location

Workplace/Remote

Enquire now

Download our Apprenticeship Brochure

Modules

What will I learn?

Module 1

Induction to Sales Executive qualification and personal development

Module 2

Organisational knowledge

Module 3

Product, service and sector knowledge

Module 4

Market knowledge

Module 5

Customer knowledge

Module 6

Commercial and financial acumen

Module 7

Digital knowledge

Module 8

Sales planning and preparation

Module 9

Customer engagement

Module 10

Customer needs analysis

Module 11

Propose and present Solutions

Module 12

Negotiation Skills

Module 13

Closing sales

Module 14

Gathering intelligence and Time management

Module 15

Collaboration and team-work

Module 16

Ethics and integrity, Self-discipline and Resilience and Self-Motivation

Module 17

Continuous professional development and Proactivity

Module 18

Preparation for EPA

Are you interested? Enquire Now!

EPA

End-point assessment

Practical observation

Work-based project

Interview

Professional discussion

Download our Apprenticeship Brochure

Download our apprenticeship brochure to discover everything you need to know about our programmes, benefits, and how to get started.

Frequently asked questions

For learners

For employers

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

What our apprenticeships say about us

“I’ve found that the qualification directly complements the skills required to succeed in my position and beyond. It has equipped me with practical tools and knowledge that I apply daily in my interactions with customers and colleagues.”

Emily Butterworth (Daisy Corporate Services)

Apply now

Apprenticeship vacancies

Apprenticeships vacancies

Apprenticeships

Speak to one of our experts

Please complete the form and one of our friendly team will be in touch as soon as possible.

The more information you give us about what you need, the easier it will be to direct your enquiry to the right place.

For Employers For Learners

"*" indicates required fields