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Customer service

So, you want to know more about becoming a...

Level 2 Customer Service Practitioner
 

What does a customer service practitioner do?

Customer service practitioners provide information in response to enquiries about a product or service.

The core responsibility of those working in customer services is 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.

Excellent communication abilities and data entry skills are essential for anyone working in a customer service role. In this role you will be the first point of contact and work in any sector of organisation type.

 

What does their day-to-day role look like?

The roles and responsibilities of customer service practitioners are varied but your actions will influence the customer experience and their satisfaction with your organisation.

Your customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.

Typical duties may include:

  • Receiving and placing customer service telephone calls
  • Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
  • Resolving customer complaints
  • Managing database records and drafting status reports on customer service issues
  • Data entry and research as required to troubleshoot customer problems

 

Career progression

The Level 2 Customer Service Practitioner qualification may be a gateway to further career opportunities, such as:

  • Customer service advisor
  • Customer service team leader
  • Customer service sales and telesales
  • Support personnel

 

How long does the qualification take?

Usually, 12 to 15 months.

Qualifications needed prior to completion of apprenticeship

Apprentices will be required to have or achieve Level 1 english and maths and to have taken Level 2 english and maths tests, prior to completion of their apprenticeship.

 

End Point Assessment (EPA)

 When your training is complete, we will make the decision, along with your employer, to put you forward to your End Point Assessment (EPA). This is the final process in your apprenticeship, it is an assessment of the knowledge, skills and behaviours that you would have learn throughout the apprenticeship This will involve an Independent Assessor visiting you in your workplace to complete the following 

  1. Knowledge Test Apprentice showcase
  2. Professional Discussion (with Portfolio of Evidence to be included) 
  3. Practical Observation

Your employer, your assessor and the W2W team will support you through the EPA. For more information about the process, you can contact the W2W team at [email protected] 

When you have successfully completed your apprenticeship and passed your EPA, you will be awarded a certificate.

 

 

Please click here to view the full scheme of work for the Level 2 Customer Service Practitioner qualification.


Becoming a customer service practitioner is an exciting job, not only will you have the advantage of a flexible career, you will also develop practical and technical skills, not just in your professional life, but your personal life too.

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And what about a...

Level 3 Customer Service Specialist
 

What does a customer service specialist do?

A customer service specialist gathers and analyses data and customer information that influences change and improvements in service. They are able to utilise both organisational and generic IT systems to carry out their role with and awareness of other digital technologies - this could be in many types of environments including contact centres, retail, webchat, service industries or any other customer service point.

What does their day-to-day role look like?

In their day-to-day role, a customer service specialist is an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries. They are often an escalation point for complicated or ongoing customer problems. As an expert in their organisation's products and/or services, they share knowledge with their wider team and colleagues.

Career progression

This standard provides a foundation for potential progression into a number of roles within customer service, such as:

  • Office manager
  • Project manager
  • Quality manager
  • Sector specific lead/management roles

Duration of apprenticeship

Approximately 15 months.

Qualifications needed prior to completion of apprenticeship

Where a customer service specialist has not already achieved Level 2 English and Maths, they must do so before taking the End Point Assessment.

End Point Assessment (EPA)

 When your training is complete, we will make the decision, along with your employer, to put you forward to your End Point Assessment (EPA). This is the final process in your apprenticeship, it is an assessment of the knowledge, skills and behaviours that you would have learn throughout the apprenticeship This will involve an Independent Assessor visiting you in your workplace to complete the following 

  1. Professional Discussion (with Portfolio of Evidence to be included) 
  2. Practical Observation

Your employer, your assessor and the W2W team will support you through the EPA. For more information about the process, you can contact the W2W team at [email protected] 

When you have successfully completed your apprenticeship and passed your EPA, you will be awarded a certificate.

 

 

Please click here to view the full scheme of work for the Level 3 Customer Service Specialist qualification.

Get in touch

Take up this opportunity and we can make this career a reality for you - join our Level 2 Customer Service Practitioner / Level 3 Customer Service Specialist programme today!