Customer Service Practitioner - Intermediate Apprenticeship

Course Code: WP00035


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Course Overview

The role of a customer service practitioner is to deliver high quality products and services to the customers of an organisation, delivered from the workplace, digitally, or external visits. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Entry Requirements

All Apprenticeships require an initial assessment, interview and employment in the industry. Level 2 applicants are required to hold a GCSE Grade 2 (formerly grade E) or above in Maths, English and ICT (or equivalent) or be prepared to work towards Maths, English and ICT Level 1 Functional Skills.

Career Options and Progression

Assessment Methods

Teaching and Learning Methods

This apprenticeship a level 2 programme, and the duration is normally between 14-16 months It is delivered entirely in the workplace – you don’t need to attend College at any time.

The apprentice will be assessed in the workplace by maintaining a portfolio of evidence and employer/training provider reviews. Prior to taking the end point assessment the employer must formally sign-off that the apprentice has met the minimum requirements in regards to knowledge, skills and behaviours.

The end point assessment will comprise an ‘Apprentice showcase (65%)’, ‘Practical observation (20%)’ and ‘Professional Discussion (15%)’. You must also achieve Level 1 English and maths prior to taking the end point

Industry Placement and Field Trips

Other Costs and Equipment Needed

Expert Tutors

All staff involved in the delivery of any courses within the College are approved to teach and/or assess the subjects and modules they deliver. The approval process ensures that staff delivering and/or assessing a given programme are appropriately qualified, with relevant technical and industrial experience and professional practice.

Tuition Fees

Terms and Conditions

European Structural and Investment Funds
Council for Independent Education
European Social Fund
Lancaster University
Disabled Confident
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