To achieve this apprenticeship you will study the City & Guilds Level 2 Diploma for Customer Service Practitioners qualification. This qualification has been developed to support learners completing the Customer Service Practitioner Apprenticeship Standard and covers the knowledge and skills of the standard.
The qualification covers a range of topics through 6 mandatory units and 1 optional unit.
Mandatory units 201-206:
201 Developing self to achieve targets and goals
202 Recognition of regulations and legislation within own organisation
203 Principles of Business
204 Contribute to a customer focused experience
205 Provide customer service
206 Manage customer expectations
Optional units 207-213:
207 Working in a sales environment
208 Working in an administrative environment
209 Working in a contact centre environment
210 Customer service principles
211 Working in a retail environment
212 Social media in a work environment
213 Fundamentals of marketing
Functional Skills in English and maths. These are key elements of your apprenticeship, and are essential to the role of a customer service practitioner. If you do not already have a GCSE at grade A*-C (or new grade 9-4) in these subjects you will be required to study Functional Skills at the appropriate levels. Maths and English skills will support your apprenticeship programme, assisting you with assignment writing, research, job applications, and data analysis, to mention just a few. Most employers look for ability in these areas and the majority of university courses require you to have maths and English GCSEs at A*-C (or new grade 9-4). This is why the development of Maths and English is so important, whatever your field of study.
Completion of the qualification and functional skills will lead to End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your development. This is conducted by an Independent End Point Assessor from City and Guilds.
Assessments will take place both in the workplace and at college, using an
Prior to commencing your apprenticeship, you will attend college for an induction which includes an assessment of your maths and English skills to determine your current abilities, and an introduction to your e-portfolio.
During your apprenticeship you will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace, and complete online multiple choice tests under exam conditions.
After on programme learning is completed, you will complete the End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your development. This is conducted by an Independent End Point Assessor from City and Guilds.
English and maths GCSEs at grade A*-C (or new grade 9-4).
If you do not have these, we can support the development of your maths and English skills through completion ofFunctional Skills in the relevant subject.
You should also be working in a role that corresponds with the study program and have sufficient customer interaction in your role.
Successful completion of this apprenticeship will allow you to progress to studies at Level 3 and above. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Marketing, to give some examples.
This apprenticeship will assist your career progression in customer service, team leading and management, as well as providing opportunities to develop your skills in other business related roles.