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Apprenticeship in Customer Service Practitioner Level 2Apply Now »

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Level: 2

Location: Workplace

Years: 1

Interview: Y

Course Summary

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. 

Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer's own locality.

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 with customers and work in any sector or organisation type.

Entry requirements

Apprentices will be required to have or achieve Level 1 English and Maths and to have taken Level 2 English and Maths tests prior to completion of their apprenticeship.

Course Content

Knowledge

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours/attitude

  • Developing self
  • Being open to feedback
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code and professional language
  • Right first time

How will I be assessed?

For each of the three assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship programme. For a distinction to be awarded, apprentices must also achieve a distinction in each assessment method:

  • Apprentice showcase - 65%  (distinction = 70%)
  • Practical observation - 20% (distinction = 80%)
  • Professional discussion - 15% (distinction = 75%)

Are there any additional costs or specialist equipment required?

N/A

What can I do after this course?

You can progress to a Customer Service Specialist Level 3 apprenticeship or potentially advance into supervisory or management roles.

 

 

 

 

Richard Auzins

Richard Auzins

Starting out in a retail career with M&S

Fashion enthusiast Richard Auzins has used his Diploma in Visual Merchandising as a springboard to working with Marks & Spencer

Richard has started out as a warehouse operative at the company’s distribution centre in Castle Donington, with a view to progressing his merchandising career within M&S. He especially enjoys dealing with the online sales side of the operation.

Richard had originally considered university but then discovered the specialist advanced course in Visual Merchandising at Derby College. Keen on keeping up with latest fashion trends, the course enabled him to translate his passion for fashion into a career.

Although I’m working in logistics, I’m still involved with fashion and homewares every day. The Derby College course helped me get the job and having a qualification in retail merchandising has made me more confident in sharing my ideas at work.

I’d like to move into visual merchandising one day but at the moment I enjoy what I do and M&S is a great business to work for.
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