NVQ Level 2 Apprenticeship Standards for Customer Service Practitioner

Why an Apprenticeship?

This apprenticeship has been designed in collaboration with the Institute of Customer Service. The apprenticeship combines high quality teaching with practical work experience; core modules are delivered on a monthly basis and put into practice through work based assignments.

End point assessments are agreed with employers to ensure that the apprenticeship is fully integrated within their workplace to benefit both the employer and the apprentice. Ensis apprenticeships fully meet the standards outlined by the Government.

Apprenticeship Overview

The apprenticeship standard for Customer Service Practitioner has been designed by employer representatives of the supply chain and is suitable for apprentices employed in a wide variety
of organisations.

This qualification provides the foundation for Knowledge, Skills and Behaviours/Attitude to enable achievement of the Customer Service Apprenticeship Standard.

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

The actions of a customer service practitioner will influence the customer experience and their satisfaction with your organisation. Excellent customer service skills and behaviours as well as
product and/or service knowledge will be demonstrated when delivering service to customers.

The Customer Service Practoner Level 2 Apprenticeship standard is awarded upon successful completion of the End Point Assessment (EPA)

Core Modules

Month 1-3

  • Principles of Customer Service
  • Role & Responsibilities
  • The Customer Experience
  • Knowing your Product & Service

Month 4 – 6

  • Interpersonal Skills
  • Communication Skills
  • Regulation/ Legislation
  • Team Working

Month 7 – 9

  • Influencing Skills
  • Customer Conflict
  • Self-Development
  • Equality & Diversity

Month 10 – 12

  • Presentation
  • Code of Conduct
  • Competence
  • Preparation for EPA

Course Delivery

This qualification provides the foundation for Knowledge, Skills and Behaviours/Attitude to enable achievement of the Customer Service Apprenticeship Standard

The apprenticeship will be delivered at your workplace on mutually agreed date(s) and time. Apprentices will be expected to attend monthly training workshops throughout the duration of the programme.

The on-programme aspect of the apprenticeship is expected to take a minimum of 12 months to complete and will include specific milestones to ensure that the apprentice continues to make good progress towards their end point assessment.

What does this Qualification lead to?

Completion of this apprenticeship it will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Benefits to Employer

  • Make use of the Levy Funding
  • Recruit new Apprentices
  • Upskill Existing Staff
  • Acquire and Improve Skills
  • Create a motivated workforce
  • Grow your business
  • Increase productivity
  • A positive impact on an individual’s career

 What Next?

Whatever the size of your business, contact Ensis to discuss your requirements.

Benefits to Apprentice

  • Earn while you train
  • Gain relevant skills from an industry driven approach
  • Apply your learning in the workplace to gain real skills for your future career
  • Create a positive impact on your career

What Next?

Already in Employment? Talk to your employer about the course and ask them to contact Ensis for more information.

Not in employment? Apply directly to employers offering apprenticeship positions.

For More Information on apprenticeships and traineeships. Call Ensis Solutions now on 01942 265859 or email us at info@ensissolutions.co.uk