Level 2 Customer Service Practitioner | Furness College
Level 2 Customer Service Practitioner

Level 2 Customer Service Practitioner

Course Content

What qualification will I achieve?

This apprenticeship standard is set at Level 2.

Successful apprentices on completion, will achieve the Customer Service Practitioner apprenticeship standard.

Functional skills in Maths and English would be achieved if the apprentices does not already hold the required qualification at the time of starting the apprenticeship standard.

How long is the course?

The apprenticeship will take a minimum of 12 months to complete.

How will I learn?

The apprenticeship will largely take place at the site of the employer, using day to day working activities to underpin knowledge that is learnt. A portion of the apprenticeship will take place at Furness College through classroom based learning. This is likely to be as part of a day release from the employer although each sector has differing delivery structure and this will be discussed with the employer and apprentice.

What is off-the-job training?

Off-the-job training is learning which is undertaken outside of the normal day-to-day working environment and leads towards the achievement of the apprenticeship. The 20% off-the-job training requirement is measured over the course of an apprenticeship, not per academic year. This is an essential part of the apprenticeship and therefore must take place during employed time and the apprentice must be paid for the off-the-job training.

What subjects will I study?

The apprenticeship will cover a wide range of knowledge, skills and behaviours all of which will assist the student in their day to day work duties. These will include:

  • customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
  • business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  • communications - including interpersonal, tone of voice and verbal and non-verbal communications
  • presentation - including dressing appropriately and using positive and confident language
  • using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels

How will I be assessed?

At the end of the apprenticeship students will be expected to take part in an end point assessment. The End-Point Assessment will assess how an apprentice can apply their skills, knowledge and behaviours acquired in their apprenticeship, through the three assessments carried out at the end of the apprenticeship.

  1. Apprentice showcase - enables apprentices to reflect and present examples of their development over the whole on-programme period.
  2. Practical Observation - The practical observation and professional discussion provides the opportunity for substantial synoptic assessment across the standard and must include customer interaction.
  3. Professional Discussion - The professional discussion will be a structured discussion between the apprentice and the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of knowledge, skills and behaviours.

Who is this qualification for?

This apprenticeship is aimed at people currently in the below role or seeking employment in the below roles:

Customer Service Practitioner

Programme Specification

Click here for full details and assessment plan.

Entry Requirements

What are the entry requirements?

Individual employers set the selection criteria, but this is likely to include 5 GCSEs, including Maths and English, although some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification.

Apprentices without English or Maths at Level 2 must achieve this prior to taking the end point assessment.

Can I get more information?

For more information please contact us: T: 01229 825017 E: info@furness.ac.uk


What opportunities will this lead to?

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Progression comes in a variety of ways after achieving the apprenticeship, which are:

  • Progression onto HE Learning
  • Progression onto Higher Apprenticeship levels
  • The potential for advancement in their job role

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Contact Us Tel: 01229 825 017 (Channelside Campus)
Tel: 01229 828 377 (Barrow Sixth Form College)
Email: info@furness.ac.uk
Business Support Tel: 01229 844 836
Email: businesssupport@furness.ac.uk
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