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Customer Service Practitioner Level 2

Overview

A Customer Service Practitioner will be directly involved with customers and manage and control situations and problems and complaints which may occur to ensure the best service is delivered.

The 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, monitoring and evaluating the service offer to include retention and marketing.

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
  • gaining insight through measuring customer satisfaction and following all the policies and procedures of the workplace and legislative requirements.

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Who is this for?

This apprenticeship is aimed at those who want to pursue a career working in a range of different types of customer service environments.

It will give you the skills and knowledge you need to be able to pursue a career in customer service.

Typical roles include

  • Customer Service Advisor
  • Sales Assistant
  • Customer Service Administrator.
What entry requirements do I need to start the apprenticeship?

Applicants need to be aged 16 or over and will need to hold a relevant English and maths qualification at GCSE grade 9-4 (A*-C) or be prepared to achieve Functional Skills qualifications as part of their course.

Apprentices need to be in a suitable role in order to apply the relevant knowledge, skills and behaviours required for the apprenticeship with the support of their employer.

What will the apprenticeship cover?

The apprenticeship will give you the chance to learn and gain a nationally recognised qualification whilst being employed. Sample topics which will be covered include:

  • Knowing your customers
  • Understand the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibilities
  • Communication
  • Dealing with challenging customers
  • Product and service knowledge

Apprentices will need to demonstrate their knowledge, skills and behaviours across the occupational standards.

This apprenticeship also has an End Point Assessment which you will be expected to complete to achieve the qualification. 

This includes:

  • An observation in the workplace
  • Professional discussion
  • Showcase of your portfolio of work
Where and when will I learn?

The apprenticeship will typically take 15 months to complete.  During the apprenticeship you’ll attend regular training sessions at Billingham Community Centre to meet the requirements of the apprenticeship and in preparation for End Point Assessment.

You are also required to complete at least 20% off the job training with the support of your employer  through a range of flexible approaches which will be discussed when you enrol for the apprenticeship.

What should I bring with me?

For the first session you would need to bring;

  • Proof of your previous qualifications and proof of identity
  • Laptop (if preferred)
  • Notebook and stationary
What shall I do next?

The qualification will provide progression opportunities to other qualifications such as:

  • Level 3 Customer Service Practitioner Apprenticeship
  • Level 2 Business Administration Apprenticeship
  • Level 3 Business Administrator Apprenticeship

There are a huge range of job opportunities for people with customer service qualifications as they are a key part to a wide variety of roles.  This apprenticeship could help you develop your career in customer service, retail, administration, hospitality and working with the general public. 

For further information including costs, potential grants and our free recruitment service please contact Mike Elliott on 01642 528764 or email Michael.Elliott@stockton.gov.uk

Latest Live Vacancies

Support customer service team in all areas including administration, order input and cost recovery. Development role to advance skills and knowledge in the customer service area.

To assist in the functioning of a busy Maintenance & Repair department by providing instructions for work, cost approvals, invoice processing and administrative tasks.

You will be providing excellent customer service to customers, serving on the counter and using the till. You will also be working towards achieving your Level 2 Customer Service apprenticeship qualifications and will spend 20% of your time in off the job training.

This is a customer service apprenticeship that will include providing excellent customer service in a busy café. You will receive training at work and also spend 20% of your time in off the job training working towards the qualifications.

This role will involve providing a warm welcome to all patients and communicating with them in an appropriate manner. You will also be communicating over the telephone and by email. You will also support colleague with admin tasks.

Working in a busy chemists in Ingleby Barwick you will provide a warm welcome and excellent customer service to everyone who comes into the shop and also over the phone and via email. You will help with displaying and promoting products and also support the wider team. It will also include some admin duties so good computer skills are essential.

To supply a supportive role in the smooth running of the administration of the Nursing Lodge. Also working towards and achieving a Business Administration Level 3 Apprenticeship.

Working within one of our Service Delivery teams, you will be trained on how to deliver a great customer experience, while supporting our HR, Payroll, Finance and Procurement functions to deliver an excellent service alongside studying.

 

3 positions available

Under the instruction/guidance of senior staff undertake general administrative support to the school.

Additional location information

1 Post initially allocated at St Marks Church of England School, St Marks Close Bishopton West Fairfield Stockton

1 Post initially allocated at Pentland Primary School, Pentland Avenue, Billingham, TS23 2RG

Both post holders may be required to work across both schools if required.

 

Working towards achieving your Business Admin qualifications you will provide admin support to all aspects of the business. Ideally, we would like someone who would like to develop the role once their apprenticeship is complete by becoming a Letting Negotiator so we would require someone that would eventually learn to drive if you haven’t already.

Under the instruction/guidance of senior staff undertake general administrative support to the school.

Additional location information

1 Post initially allocated at St Marks Church of England School, St Marks Close Bishopton West Fairfield Stockton

1 Post initially allocated at Pentland Primary School, Pentland Avenue, Billingham, TS23 2RG

Both post holders may be required to work across both schools if required.

To provide a general administration service to fee earners and legal secretaries in the corporate and commercial unit.

This will be a busy but rewarding role, providing admin support to the team and supporting lots of different Council activities. It will involve all admin tasks. You will receive lots of training and support from the friendly team and from your Assessor. You will also be working towards a Level 3 Business Administration apprenticeship.

In this Health & Social Care Apprenticeship you will receive full training and development and receive lots of support from your Work Place Mentor and your Assessor. You will be trained in all aspects of care and how to treat residents with dignity and respect. This can be a challenging role but it is also very rewarding.

Apprentice - Field Care Supervisors will be trained to implement field-based quality control systems and the efficient running of their own specific, defined areas & will vary their hours of work in order to effectively monitor and support all Car & Support Workers and clients. Apprentices will spend their time working in field and in our offices.

This is a good opportunity at a long-established Care Home in Stockton. It will involve all aspects of care work. You will be fully trained and have a workplace mentor. For the right person, there is the opportunity to secure full-time employment and progress to higher level qualifications.

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