This Apprenticeship has been designed for individuals delivering high quality products and services to customers of their organisation. It will provide learners with the skills, knowledge and behaviours required to deliver excellent customer service applicable to a wide range of job roles, organisations and sectors. Customers' interactions may cover a wide range of situations and can include face to face, telephone, post, email, text and social media.
WDR work with employers to design and customise their Apprenticeship Programme, so that it addresses internal training requirements and aligns with the specified knowledge and skills required for the standard.
Knowledge & Skills
Key components of this Apprenticeship Standard cover the following:
- Organisational Performance - delivering results
- Interpersonal Excellence - customer service
- Personal Effectiveness - managing self.
The behavioural components of the programmes will be delivered through:
- Workplace training and assessment
- Classroom-based learning and assessment
- Workbooks, logs and journals
- Written assignments, presentations and interviews.
Level 2 Customer Service Practitioner
at a glance
Apprentices will be required to have or achieve Level 1 English and Mathematics and to have taken Level 2 English and Mathematics tests prior to completion of their Apprenticeship.
The apprenticeship will take a minimum of 12 months to complete. We would liaise with employers and potential apprentices to establish the duration of the programme required.
All apprentices will be given access to our online Learning Portal which contains eLearning modules, papers, thought pieces, videos and recommended reading.
Benefits for Individuals
- Build personal capabilities, skills and knowledge
- Gain expertise and professional recognition
- Boost career progression.
Benefits for Employers
- Effective and confident customer service experts
- Better relationships and communication in teams
- Transfer of new skills into the organisation
- Increased employee engagement and retainment of talent
- Training investment co-funded by the government.
Summary of Assessment
There are a number of elements that make up assessment for the Apprenticeship including formative On-Programme Assessment and a summative End-Point Assessment.