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Customer Service Practitioner Apprenticeship (Level 2)

Key course information

Business, Finance and Management


1 year


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Course Overview

As a customer service practitioner you will deliver high quality products and services to the customers within your organisation. Key responsibilities will be to provide a high quality service to customers from within your workplace, digitally, or through going out into the customer’s own businesses. Customers 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 measuring customer satisfaction.

close up behind a female dialling her phone
close up behind a female dialling her phone

What will I learn?

Your role equips you with a wide breadth of skills to include interpersonal and influencing skills, communication and dealing with customer conflict, and personal organisation.

Your tasks will vary depending on level and your sector of employment. ?You will need strong communication and organisation skills to handle a wide variety of tasks.

Entry Requirements

- Minimum requirement is GCSE grade E (2) (or equivalent) in Maths and English.

- All applicants will be required to pass initial assessments in Maths and English.

Study, Assessment and Qualifications

The Customer Service Practitioner Apprenticeship usually takes 18 months to complete.

The Knowledge, Skills and Behaviours learnt will be externally assessed in the workplace using evidence within an electronic portfolio. At end point assessment you are externally assessed through the completion of a professional discussion and an observation of your professional practice.

Functional Skills, if required, will generally be delivered at one of our Wiltshire College campuses.

A mixture of on and off the job training provides a variety of learning opportunities across the whole programme.

Additional Costs and Information

To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course.

What Could I Do Next?

On completion of your course you may choose to progress onto these following courses

Business, Finance and Management

Career Opportunities

  • HR Assistant
  • Data Analyst
  • Accountant

  • Budgeting Analyst
  • Accounting Clerk
  • Business Development Manager

The use of online banking in Britain increased from 35% in 2008 to 69% in 2018.

The internet represents a £19 billion opportunity for small firms in the UK.

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