Customer Service Practitioner Level 2

Providing excellent customer service

Who is it for?

This Apprenticeship is about providing excellent customer service. You will develop a range of skills to ensure you are able to respond to an employer’s need for high levels of customer service. You will learn how to communicate using appropriate language, how to present a positive impression and how to handle and resolve customer issues.

You need to be aged 16 and over with preferably 4 GCSEs at grade C / 4 or higher including Maths and English.

What will I learn?

Whilst undertaking this apprenticeship you will gain a wealth of knowledge and skills undertaking a key role within your company. In addition you will achieve the following qualifications:

  • Customer Service Practitioner Level 2 Apprenticeship
  • English Functional Skills Level 2 (If required)
  • Maths Functional Skills Level 2 (If required)

When can I start?

Right now! Our apprenticeships team work with local employers to make apprenticeships available throughout the year. New vacancies are added to the PETA website every week and it’s really easy to apply - so why wait?

Course Overview

Knowledge

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

Skills

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours and Attitude

  • Developing self
  • Being open to feedback
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code, professional language
  • Right first time
Additional Information

During your apprenticeship you will receive:

  • An induction to the programme to make you feel welcome and to help you understand how the apprenticeship works
  • Day release training at our Training Centre to help build your knowledge and skills
  • Training in the workplace to help you learn the job role and to become a valued member of the team
  • Regular progress reviews to help with your development and to ensure you remain on track to successfully complete your apprenticeship

The vast majority of your learning will be undertaken whilst you are working. In order to successfully achieve the apprenticeship 20% of the teaching, learning and development will be undertaken through off-the-job training which takes place at our PETA Training Centre in Cosham, Portsmouth.