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Customer Service Practitioner Level 2

Sapphire Education
& Training

CONTACT US TODAY – 0121 728 3294

Adult Care Worker Level 2

The role of a Customer Service Practitioner is to deliver high-quality products and services to the customers of their organisation. Your 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. 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 or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.

Specialist care

This Standard is Suitable For

Those who are new to customer service or have limited experience. Typical job roles may include:

  • Customer Service Representative

  • Customer Service Agent

Programme Themes

  • Knowing your customers

  • Understanding the organisation

  • Meeting regulations and legislation

  • Systems and resources

  • Your role and responsibility

  • Customer experience

Programme Delivery

  • Face to face coaching, development, and assessment sessions

  • Self-study: learners are expected to carry out self-study

  • Ongoing contact: learners have access to their Teaching and Development Coach through iLearner and by email

Length Of Programme

  • 12 months

  • 3 months end point assessment

End Point Assessment

  • Apprentice showcase

  • Practical observation

  • Professional discussion

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