The many transferable skills that you will develop during this course provide a superb foundation for most career pathways with an emphasis on delivering excellence. Opportunities in the work place could support progression to the Level 3 Customer Service Specialist Apprenticeship, Level 3 Team Leader/Supervisor Apprenticeship or another Level 3 Apprenticeship in a vocational subject relating to your specific department or industry. Upon completion you will be eligible to join the Institute of Customer Service as an Individual Member at Professional Level.
You will be required to study the knowledge, skills and behaviours which are essential in influencing a customer's experience and levels of satisfaction including:
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
You may be required to study Functional Skills in Maths and English depending on your previous achievements. Workshops are approx. 2 hours per week and are available at various times.
You will receive 1:1 support and coaching from an allocated assessor who will visit you in the workplace. In addition workshops will be arranged to help with end point assessment and independent learning/self- study. You will spend a minimum of 6 hours per week (during working hours) carrying out independent study. This time will be recorded in a learning journal to capture your experiences, reflections and achievements throughout the learning journey. As an apprentice a vast amount of learning takes place 'on the job' through training and the practical application of your skills, knowledge and behaviours.
Upon successful completion of the end assessment you will be awarded the Level 2 Customer Service Practitioner standard with either a Pass or Distinction.
Professional Qualifications may be included where relevant to your job role
Level 1 Functional Skills English*
Level 1 Functional Skills Maths*
Following the completion of level 1 Functional Skills you are required to work towards and take the end level 2 test in both English and Maths.
Your progress and development will be assessed at regular stages throughout the apprenticeship.
In order to get a place on the course you need to have secured an apprenticeship position with an employer. Apprenticeship vacancies are advertised on our website and you can follow the instructions to apply online.
All applicants are required to complete initial assessments in English and maths which ensures fair access to assessment. A minimum of Entry level 3 in English and Maths is normally required. Learners who do not meet this requirement will receive advice and guidance on developing these skills prior to reapplying. However, exceptional candidates or those with experience in providing customer service can be considered on a case by case basis.
Employers: please contact the Apprenticeship team for more information on possible costs and incentives available.