Level 2 Customer Service Practitioner Apprenticeship

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. The core responsibility 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. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. A customer service practitioner may be the first point of contact and work in any sector or organisation type.

The actions of a customer service practitioner will influence the customer experience and their satisfaction with the organisation. A customer service practitioner will need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to customers. A customer service practitioner will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

The learner will attend college one day per week.