Level 2 Customer Service Apprenticeship
Customer Service Practitioner Apprenticeship | Level 2 | 15 Months (Including End Point Assessment)
Apprenticeship Overview
Customer Service Practitioners are the face and voice of a business, often the first point of contact for customers, and play a critical role in shaping customer experiences and perceptions. They are responsible for delivering high-quality service across various interaction channels, including in-person, digital communication, or within the customer's own setting. The ability of these practitioners to exceed customer expectations is a fundamental aspect of their role, directly influencing customer satisfaction and the overall image of the organisation they represent.
Our apprenticeship programme is meticulously designed to hone the skills necessary for providing outstanding customer service. Apprentices will learn to navigate the delicate balance between friendliness and professionalism in their communications, acquire comprehensive knowledge of their products or services, and develop the competency to efficiently fulfil customer needs. By completing this programme, apprentices will be well-equipped to enhance customer relations, bolster the organisation's reputation, and foster enduring customer loyalty.
Achievement
- Customer Service Apprenticeship Standard – Pass or Distinction
- 16 - 18 Years Old: English & Level 1 Maths
- 19+: You may opt into English & maths at
the level you are working towards. - If you have a learning difficulty or disability,
you may be eligible to achieve your
apprenticeship with entry level 3 English
and maths
Professional Recognition
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.
Progression
After completing this apprenticeship, we encourage learners to consider the following programmes if they wish to progress further:
Entry Requirements
To be eligible for a Healthcare Apprenticeship, the learner needs to have been residing in the UK or the EEA, for the past three years and be able to commit to the apprenticeship programme’s full duration. Note that certain types of immigration statuses/permissions may still be eligible. The learners job role should also fit with the programme modules. Additional entry requirements may also be needed for programmes at level 3 and above i.e. a level of previous experience or pre-requisite qualifications or CPD (Continued Professional Development) i.e. the Care Certificate.
Apprenticeship Journey
Orientation Workshop
Customer Services Tools
Know Your Organisation
Your Role & Responsibilities
Knowing Your Customers
Meeting Regulations & Legislation
Communication
Product & Service Knowledge/Systems & Resources
Mock End Point Assessment
Including Workshops As Required
Gateway
Tripartite Meeting
Check Knowledge, Skills & Behaviours learnt of whole programme
End Point Assessment
1. Observation with Questions
2. Professional Discussion
Watch Our Apprenticeship Information Session
Still Want To Know More?
Join us on one of our apprenticeship information sessions where we can support you with any queries you have and help you make an informed decision about the programme.
Functional Skills Information
Functional Skills are qualifications in English and maths, embeded within apprenticeships, ensuring learners develop practical skills in the workplace.
- Entry Level 3: Assessed through internally marked tests in reading, writing, and maths, with a focus on everyday practical applications.
- Level 1 & Level 2: Assessed through externally marked exams in English (reading, writing, and speaking & listening) and maths, testing problem-solving and real-world application.
For Apprentices Aged 16-18 At The Start Of The Programme:
Level 2 apprenticeships, apprentices must achieve level 1 and attempt the Level 2 Functional Skills assessments in English and Maths if they haven’t already achieved a GCSE grade 4 (C) or higher.
- They do not need to pass the level 2 assessments to complete their apprenticeship.
- They must attempt the assessment as part of the apprenticeship funding rules.
Apprentices with an Education, Health and Care (EHC) plan, or a legacy equivalent (SEN statement or LDA), may be eligible to achieve Entry Level 3 Functional Skills in English and maths instead of the standard Level 1 or 2 requirements. This flexibility also applies if a thorough, evidence-based assessment by a qualified professional (such as the Head of SEN or an equivalent expert) identifies a learning difficulty or disability that presents a barrier to achieving the higher levels.
For Apprentices Aged 19+ At The Start Of The Programme:
Apprentices aged 19+ have the option to opt in or opt out of Functional Skills in English and / or Maths, with employer agreement.
If the apprentice opts in, they must undertake the assessments for the level they are working towards (e.g., Entry Level, Level 1, or Level 2). They can still complete their apprenticeship by proceeding directly to the End Point Assessment (EPA) without needing to pass Functional Skills assessments.
If the apprentice chooses not to opt in, they will complete the apprenticeship by proceeding directly to the End Point Assessment (EPA) without needing to upskill in maths and/ or English or pass Functional Skills assessments.
Please consider carefully, should you opt out, you may be affecting future progression opportunities.
The Apprenticeship Process
Apprentices are allocated a skills & development coach by a training provider such as Dynamic Training, who will support and guide them for the duration of their apprenticeship.
Training with the skills and development coach is delivered regularly throughout the length of the apprenticeship, both online and within the workplace itself. The training will always take place during the apprentice's normal working hours. The apprentice does not need to leave the workplace, or work additional hours, as part of their apprenticeship.
Apprentices will work to complete their portfolio of evidence for their apprenticeship, and submit assignments to the required standard, so that they can complete their apprenticeship and receive their qualification. The apprentice will also be learning and developing new knowledge, skills and behaviours within their workplace, and using this as evidence within their apprenticeship.
The skills and development coach will hold regular meetings with their learner and line manager, to see how the apprentice is developing and how much progress they are making with their portfolio of evidence. These meetings ensure that the learner is receiving the right support from both their employer and their training provider, and help move the apprentice forwards in their apprenticeship.
Being an apprentice requires access to a computer or other electronic device, as well a good internet connection, in order to complete their work and join online training sessions. Dynamic Training use Microsoft Teams for online meetings, and OneFile as our e-portfolio.
Frequently Asked Apprenticeship Questions
Apprenticeships are open to anyone aged 16 or over, entitled to live in England and who are no longer in full-time education.
Whether they are starting their working career or are already in the workplace looking to upskill or retrain, apprenticeships can provide an opportunity to increase skills and knowledge.
As there is no upper age limit, apprenticeships can be a great way for working professionals to help achieve career progression or for career changers to learn a new profession.
With an apprenticeship, employees have a fantastic opportunity to learn, gaining industry desired skills and knowledge and behaviours in the workplace.
Apprentices can be employed as a new apprentice on a fixed term contract or you they can be an existing member of staff who would like to upskill or retrain.
Once an apprentice starts their programme, they are allocated a Skills & Development Coach from Dynamic Training, who will support them for the duration of their training and ensure they are ready for end point assessment.
Additionally, employers are expected to provide apprentices with a workplace mentor who is normally a senior member of staff, but who is not the apprentices' direct manager.
Working hours vary depending on the employer, however the minimum duration of an apprenticeship (12 months) is based on an apprentice working 30 paid hours per week. For apprentices working less hours, the apprenticeship duration must be extended.
You can find out more about off-the-job training from the below page which fully breaks down how many hours an apprenticeship requires.
For existing staff members, their existing rate of pay will not be affected and you will not have to take a pay cut to become an apprentice.
For new entrant employed as an apprentice, you can view the minimum wages on the government's website.
You are able to search and apply for all apprenticeship vacancies using the National Apprenticeship Service website
Already Working: If you are looking to complete your apprenticeship with your current employer, first talk to your line manager about the opportunity to start an apprenticeship. We will gladly then talk to your employer about the options available to get you started.
Find out more about apprenticeships and answer your questions by exploring our comprehensive explanation of apprenticeships.
Enquire About This Apprenticeship Programme
How To Get In Touch...
Address:
Unit 7, Brook Business Centre,
Cowley Mill Road,
Uxbridge,
UB8 2FX
Phone: 020 8607 7850
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