Customer Service Practitioner Level 2


Course Overview

Our Level 2 Customer Service Practitioner programme is designed to equip employees with the skills to deliver a high-quality customer experience, in line with a business’s brand promise and improving the customer satisfaction.

This programme will provide the training to develop excellent interpersonal, communication and influencing skills to help customers make choices that are mutually beneficial to them and the business. In addition, personal organisation, presentation, self-development and team working will be key areas developed to drive quality and consistency through the service given to customers.

Workshops

Workshop One

Personal Development Plan

The initial workshop is designed to help employees identify goals through a skills gap analysis and propose a training plan to help them achieve their personal and professional development requirements.

Workshop Two

Business Knowledge & Understanding

Your employee will deepen their understanding on your organisations brand promise and core values and reflect how they can demonstrate these within their job role and service culture.

Workshop Three

Delivering against your targets

This workshop is designed to analyse their role, responsibilities and targets and understand the impact of their actions on others.

Workshop Four

Customer Journey Knowledge

In this workshop, employees will identify who their internal and external customers are and learn the importance of keeping their knowledge of your organisations products and services up-to-date.

Workshop Five

Providing a Positive Customer

For this, employees will learn how to establish facts to enable them to create a customer focused experience and appropriate response, building customer trust.

Workshop Six

Business systems and resources

By taking part in this workshop, employees will identify the appropriate legislation and regulatory requirements that affect your business, and the systems, equipment and technology used to meet the needs of your customers.

Learning & Assessment

We will monitor the required off-the-job training that must amount to 20% of your contracted employment hours across the whole programme. The Individual Learning Plan will be adapted to meet the learning and development requirements of the Apprentice, their job role and their organisation’s training strategy. This will then culminate with an end-point assessment, consisting of:

Showcase
The Showcase enables learners to reflect and present examples of their development from selected evidence from the portfolio collated over the whole programme. This can be delivered through a presentation, written report, journal etc.

Practical Observation
The practical observation will be pre-planned and scheduled for when the learner will be in their normal place of work and will be carried out by an Independent Assessor.

Professional Discussion
This will be a structured discussion between the Apprentice and the Independent Assessor to draw out the best of their energy, enthusiasm, competence and excellence.

Apprentice or Employer?

Become an Apprentice

Are you eligible?

To be accepted into the 3aaa Apprenticeships’ applicant pool, you must hold 4 GCSEs (graded A* to C or 9 to 5) or equivalent.

This must include English and Maths and you must demonstrate a proven passion within the customer service industry.

Typical Job roles

Become a…

Customer Service Assistant

Become a…

Customer Service Administrator

Become a…

Customer Service Trainee

Become a…

Customer Service Advisor

Want a career in Customer Services? Then why not view all our available vacancies?

Customer Services Vacancies near you

Hire an Apprentice

Appoint a Customer Service Practitioner

With our Match and Fill recruitment service, we will advertise your vacancy, screen applicants and pre-interview potential candidates to ensure you only interview the most appropriate people for your specific role – all free of charge.

If your employees are under 19 and your business has less than 50 employees, there will be no cost for the training. If they are over 19 and/or your business has over 50 employees then you will contribute 10% towards the cost of the training.

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Match & Fill process

With our Match and Fill recruitment service we will advertise your vacancy, screen applicants and pre-interview potential candidates to ensure you only interview the most appropriate people for your specific role – all free of charge.

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National Insurance Contribution rebate for Apprentices

Did you know that you could claim back the National Insurance Contributions for your Apprentices depending on their age? If your business has hired an Apprentice since 6th April 2016, who is aged under 25 and is enrolled on an Apprenticeship, you can claim back your National Insurance Contributions for them. Depending on the salary of your Apprentice, this could amount to a significant saving. By changing your employer contribution category for Apprentices who meet these criteria you will save your business money.

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Typical Job roles

Become a…

Customer Service Assistant

Become a…

Customer Service Administrator

Become a…

Customer Service Trainee

Become a…

Customer Service Advisor

Thinking about hiring a Customer Service Practitioner Apprentice or up-skill your existing Customer Service staff? Contact us today to find out more.

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