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Formerly City College Brighton and Hove and Northbrook College

Customer Service Practitioner | Intermediate Apprenticeship | Level 2

Course Code: AP0357 Course Type: Apprenticeships Duration: 1 Year Entry requirements: Please see entry requirements section Assessment: On-programme learning, assessment gateway, end point assessment Awarding Body: C&G

Why this apprenticeship?

The Level 2 apprenticeship standard for the Customer Service Practitioner is designed for apprentices in customer service roles. Customer Service Practitioners need to demonstrate excellent customer service skills and behaviours as well as strong product and/or service knowledge. They provide service in line with customer service standards and strategy and understand regulatory requirements.

The objective of the qualification is to support the learner’s role in the workplace, providing the opportunity to learn and evidence knowledge and skills as part of an apprenticeship. This qualification has been developed to support learners completing the Customer Service Specialist Apprenticeship Standard and covers the knowledge, skills and behaviours of the standard. 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.

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.

Apprenticeships

Apprenticeships are available for school leavers and adults (19+), beginning at Level 2 through to degree level.


What levels are available?

Wages

Wages vary depending on the type of apprenticeship but there is a national minimum wage (NMW) in the UK which applies to all 16-18 year olds and to those aged 19 or over in the first year of their studies. From October 2017, this is £3.50 per hour. However, the MET encourages employers to pay at a higher hourly rate.


Apprenticeship FAQs

How to apply

If you're interested in applying for an apprenticeship, take a look at our latest vacancies.


Find out more

Entry requirements

You must have an employer in place and be in a suitable administration role that covers the themes in the course information tab to complete this apprenticeship.

All prospective new apprentices will complete an initial assessment of their current knowledge skills and behaviours through a skill scan. This must indicate that there is substantial new knowledge skills and behaviours to be learnt by completing this apprenticeship.

A prospective apprentice will also need to show that they are currently working at or towards the minimum L1 skills for Maths and English. Where a learner has not already achieved GCSE grade 1 to 3 (G-D) or equivalent and taken  Level 2 English and Maths Functional Skills prior to the completion of the apprenticeship, they must do so before taking the end-point assessment.

Entry requirements

Course content

The themes covered in the course are:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

The qualification covers a range of topics:

  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Product and service knowledge
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working

For more detailed information please see:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner/

Further information

Do I need to find an employer?

Yes, you have two options.

Option 1 - The best option is to find an employer yourself who wants to employ you as an apprentice. Once you have done this, simply provide us with the details. We will then contact your employer and handle all the administration so you can begin your apprenticeship at the earliest opportunity.

Option 2 - The GB MET recruitment team will try and find you an employer. The team will firstly invite you for an interview to fully assess your skills and aptitude for your preferred apprenticeship roles and do everything possible to find an employer with a current vacancy or one looking for an apprentice that fits the role you are looking for.

Whichever option applies, our recruitment team is here to guide you through every stage of the process.

Can I undertake an apprenticeship with my current employer?

Yes, discuss it with your employer and, if they agree and subject to conditions, you can become an apprentice where you now work.

What time of year can I start an apprenticeship?

You can apply at any time of the year. The start of your work-based training is dependent on your employer and all new Standard apprenticeships must include 20% off-the-job training.

What is off-the-job training?

Training that is delivered outside of an apprentice’s normal working duties.

Off-the-job refers to an apprentice learning outside a regular day-to-day work environment but within working hours.  This includes:

  • Practical activities such as shadowing a more skilled member of staff or ‘off-site’ visits to meet customers or attend a trade show
  • Theoretical activities such as online courses, attending seminars and role playing
  • Learning by writing reports and work-specific documents

Career and progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Why choose an apprenticeship?

As apprenticeships are now offering routes to degree-level qualifications they have become an increasingly preferred career option.

It’s an organic/natural career choice as apprentices are often offered a permanent, full-time position by their employer once training is completed.

Certain business sectors offer excellent career potential and the opportunity to earn very competitive salaries.

As an apprentice, you get to work alongside experienced staff who will help you to develop job-specific skills – and earn a wage at the same time. Earn while you learn.

Many employers hold Apprenticeships in high regard because they offer real industry experience.

A successful Apprenticeship provides you with a qualification and the skills you need for your job.

Course fees

Cost for an employer: 

For levy payers the maximum funding available for this course is £3500 which will be taken from your Levy account.

For non-levy payers you will be required to pay a 5% contribution (£175) and the remaining fees will be paid for from the government. If the apprentice is 16 to 18 and they start the course before their 19th birthday they are entitled to 100% of the funding with no contribution from the employer.

Wage for an apprentice:

The minimum wage for an apprentice is £4.15 per hour. This rate applies to those under 19 and those aged 19 or over who are in their first year of their apprenticeship. As an apprentice, you must be paid at least the minimum wage for your age if you’re aged 19 or over and have completed your first year.

The length of program based on someone working 30 hours per week, undertaking the programme for 12 months plus 3 months EPA – If working less than 30 hours per week, the length of the programme is adjusted in line with hours worked.

Course fees
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