C U S T O M E R S E R V I C EP R A C T I T I O N E R L E V E L 2 A P P R E N T I C E S H I P

O V E R V I E W

C U S T O M E R S E R V I C E P R A C T I T I O N E R L E V E L 2 O V E R V I E W

The Customer Service Practitioner Level 2 Apprenticeship provides in depth training for employees working within the service industry.

On completion of this Standard, learners will be able to demonstrate a range of customer service skills and behaviours, as well as product and service knowledge.

Key responsibilities may include:

Assisting with various customer queries

Various methods of communication i.e. phone, face to face

Dealing with complaints

Processing payments

Handling customer orders

Acquire skills to create a bespoke customer experience

Thorough knowledge of products and services

within the organisation

Better understanding of the organisation’s culture

and policies, as well as the wider industry

Learn how to work well within a team and how to approach

personal development

Benefits of the apprenticeship:

Anyone who provides a service which involves communication with customers. This may be within a shop, digitally or off-site due to delivery purposes i.e. supermarkets, contact centres or distribution companies.

Suitable for those who:

P R O G R A M M E D E L I V E R Y

Programme Length

12 months (on average) 3 month End-point Assessment

Delivery MethodProgramme delivered via 1-1 face to face visits in the workplace

Blended Learning:

Face to face: Learner’s are visited in the workplace every 4-6 weeks

Self Study: Learners expected to carry out self-study using Lifetime’s social learning platform, MyLife

Remote Visits: Carried out between the learner and their Regional Trainer

Contact: Learners have access to their Regional Trainer via the Learner Portal, email, telephone and MyLife

P R O G R A M M E M O D U L E S

The delivery model is broken down over 9 topics:

Know your Customer

Support Your Customer with Services and Products

Your Role and Responsibilities

Understanding Your Organisations

Policies and Procedures

Regulations and Legislations

Customer Communication

The Customer Experience

Teamwork

I N T E R A C T I V E L E A R N I N G O N M U LT I P L E D E V I C E S L E A R N , S H A R E A N D A P P LY

Interactive Activities

Video

Interactive Worksheets

Audio

C U S T O M E R S E R V I C E L E V E L 2 A P P R E N T I C E S H I P

E N D - P O I N TA S S E S S M E N T

E P A C R I T E R I A

Readiness for EPA EPA Criteria Weightings How it is Delivered Key Information

Functional Skills English and Maths Functional Skills must be achieved at Level 1 and the test taken for Level 2. (No requirement for ICT).

Gateway Discussion Training provider, learner and employer have a face to face gateway conversation to all verify they are in agreement that the learner is ready for EPA to begin.

EPA Readiness Form Completed and sent to Innovate to allow for planning meeting to take place.

Planning Meeting Scheduled with Innovate’s End Point Assessor, learner and employer.

Planning Meeting. N/A

Planning Meeting – Held with employer, learner and End Point Assessor to build relationship, answer any questions and discuss the requirements and plans for the EPA activities and to schedule future meetings.

The learnership includes Pass and Distinction grades which are applied at the end point assessment with the final grade based on the performance in the learner showcase, the practical observation and a professional discussion. Should the learners fail any part of the end point assessment further development must be provided prior to a re-take. If the learner re-sits with no additional learning the individual employer will be responsible for bearing the cost.The final grade will be based on the final end assessment. The learner must achieve the minimum pass threshold in each of the end assessment components and will be awarded a final grade based on the weighted average of these end assessment components.

Learner Showcase 65% Compiled after 12 months of on-programme learning. Assessed

against areas of the standard and an extremely set brief.

65% Weighting. 100% pass rate required. To achieve a distinction – the learner must meet all of the pass criteria AND 70% of the distinction criteria

Practical Observation. 20% Minimum 1 hour. Must include customer interaction.

20% Weighting.100% pass rate required. To achieve a distinction – the learner must meet all of the pass criteria AND 80% of the distinction criteria.

Professional Discussion. 15% 1 hour. Carried out after obseration.

15% Weighting. 100% pass rate required. To achieve a distinction – the learner must meet all of the pass criteria AND 75% of the distinction criteria.

E P A J O U R N E Y

ON-PROGRAMME LEARNING

PLANNING MEETING

LEARNER SHOWCASE

ESFA

cer

tifi

cati

on

GATEWAY

PRACTICAL OBSERVATION

PrOFESSIONAL DISCUSSION

GRADING AND DETERMINATION

Planning meeting with the

apprentice, training provider, employer

and End-point Assessor

Practical observation

Minimum 1 hour observation in the workplace

Minimum12 months

on-programmelearning

Requirement for Gateway

Level 1 Literacy and Numeracy

Practical observation

Minimum 1 hour observation in the workplace

GradingFail/pass/

distinction