Our Apprenticeship Levy Solution Apprenticeship Levy Prospectus | Page 19

Overview
Our Level 2 Customer Service Practitioner qualification is designed to equip your workforce with the skills
to deliver a high-quality customer experience in line with your brand promise, improving the customer
satisfaction of your organisation.
This programme will provide the training for your Customer Service Practitioner to develop excellent
Benefits of this Programme
Your employees will:
• Gain an understanding of the
different needs and priorities of your
customers.
• Develop the knowledge of your
brand promise, core values, service
culture and policies.
• Demonstrate an excellent
knowledge of your products or
services and keep this up to date.
• Be able to create a customer
focused experience, using a range
of interpersonal skills.
• Demonstrate professionalism when
dealing with customer complaints or
challenges.
interpersonal, communication and influencing skills to help customers make choices that are mutually
beneficial to the customer and your organisation. In addition, personal organisation, presentation, self-
development and team working will be key areas developed to drive quality and consistency through the
service given to your customers.
Workshops
These full-day workshops will form part of this programme and will be delivered onsite or in your local
academy:
• Business Knowledge & Understanding • Providing a Positive Customer Experience
• Delivering Against Your Targets • Business Systems and Resources
• Customer Journey Knowledge • Personal Development Plan
In addition to these workshops, your employees will also benefit from the following:
• 1 x Continuing Professional Development Workshop
• 1 x Masterclass - our industry leading experts will pass on their knowledge to your employees
• 1 x End - Point Assessment preparation workshop
Learning and Assessment
Upon completion of this programme,
13
Months
Length of
Apprenticeship
With our support, we will help you monitor the 20% off-the-job training required of your employees will receive the City
the employee’s contracted employment hours. The Individual Learning Plan will be & Guilds Customer Service Level 2
adapted to meet the learning and development requirements of the employees, job Diploma.
role and your company training strategy.
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