Customer Service Practitioner Apprenticeship Level 2

You can launch or develop your career in customer service with this nationally-recognised apprenticeship qualification.

This opportunity is suitable for you if you who have been offered employment or are already working in a wide range of workplaces such as call centres, receptions and showrooms.

It is all about providing products and services for businesses and other organisations through face-to-face, telephone and digital communications.

Why choose
Customer Service Practitioner Apprenticeship Level 2?

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At Brockenhurst College you will learn from customer service experts with many years of experience in the range of establishments including call centres, hotels and other commercial environments.

Teaching & learning

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You will learn the skills, knowledge and behaviours you need to take your customer service abilities to the next level.

You will compile a portfolio of evidence to demonstrate your progress and have regular contact with your college assessor.

There will also be a requirement for 20% off-the-job-training, which could see you undertake work-shadowing, make visits and conduct independent research.

Minimum entry requirements

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• Functional Skills Maths and English miniumum Level 1 or these will be completed as part of the apprenticeship.
• You must be employed for a minimum of 30 hours per week

Course structure

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You will study the following areas:

• Understanding the different needs and priorities of your customers and the best ways to manage their expectations.

• Knowing about internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

• Understanding your role and responsibilities within your organisation, and the impact of your actions on others.

• Using a range of questioning skills, including listening and responding in a way that builds rapport, determines customer

• Maintaining informative communication during service recovery.

• Keeping your customer service knowledge and skills up-to-date.

What can I do with this qualification?

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On successful completion of this qualification you may wish to pursue workplace opportunities with more responsibility.

You can also aim for promotion, a new job, and/or higher-level study.