Customer Service Practitioner

At GLP Training, our Customer Service Practitioner Level 2 apprenticeship is designed to empower individuals to excel in delivering outstanding customer service, crucial to the success of any organisation. This program is tailored to develop the skills necessary for practitioners to provide high-quality products and services across a variety of platforms—whether in-person, digitally, or directly within the customer's own locality.

As a Customer Service Practitioner, apprentices will learn to handle a wide range of customer interactions from one-off inquiries to routine transactions. The apprenticeship covers essential skills such as processing orders and payments, providing customised advice, guidance, and support, and engaging in sales activities. Additionally, apprentices are trained in critical problem-solving, offering effective aftercare, executing service recovery strategies, and enhancing customer relations through active feedback solicitation and satisfaction measurement.

Key responsibilities include:

Delivering high-quality service directly at the workplace, digitally, or on the telephone

Acting as the first point of contact for customers via face-to-face, telephone, post, or email communications.

Effectively managing a variety of customer interactions, from meet-and-greet to handling complex issues.

This apprenticeship is ideal for individuals looking to start a career in customer service across any sector, as the skills developed are versatile and applicable universally. Apprentices will gain the confidence and competence to be pivotal in their organisation, ensuring that every customer interaction contributes to sustained business success and customer loyalty.

All apprenticeship standards cover three overall sections, these being Knowledge, Skills and Behaviours. Each of these areas is associated with a specific standard and covers topics that are relevant to that industry and profession. The core topics covered for the Level 2 Customer Service Practitioner apprenticeship are below.

Knowledge

Knowing your Customers and Organisation
Meeting Regulations and Legislation
Systems and Resources
Your Role and Responsibility
Customer Experience
Product and Service Knowledge

Skills

Self-Awareness and Your roles and Responsibilities
Interpersonal Skills
Your Customers
Your Organisation
Legislation
Systems
The Customer Experience
Products and Services
Communication
Influencing Skills
Personal Organisation and Professionalism

Behaviours

Developing Self
Being Open to Feedback
Team Working
Equality - Treating all Customers as Individuals
Presentation and Dress Code
Professional Language

The training is a blended learning delivery model, which occurs on the job during working hours. A structured learning and assessment plan is put in place to test core components of the course along the way.

This consists of:

1-to-1 monthly meeting: Approx. two hours with a GLP Trainer (face-to-face or telephone)
Online learning courses and/or group sessions
Building an electronic portfolio of work-related evidence
Maths and English Level 2 (if not previously achieved)
6 hours a week spent working towards your apprenticeship.
End Point Assessment by an external examiner to complete the qualification, consisting of a resourcing project assignment and a professional discussion.

To achieve the qualification, within which you can either get a result of Pass, Distinction or Fail, you will be assessed both throughout the period of your apprenticeships, as well as in the final stages with an End Point Assessment (EPA).

End Point Assessment:

The EPA period will only start once the employer is satisfied that the apprentice is consistently working at or above the level set out in the occupational standard.

In addition, the apprentice must have completed the following gateway requirements prior to beginning EPA:

Functional Skills Qualification (if required to do so).

The End Point Assessment process which typically takes 3 months and is carried out by Highfields, consists of three components:

Apprentice Showcase:
Apprentices will reflect and present examples of their development over the whole on-programme period in the form of a presentation, report, storyboard, journal etc. to demonstrate their understanding and application of what they have been taught.
Practical Observation:
The apprentice will be observed by an assessor in their normal work environment to assess how they deal with different customer service situations. Examples of what will be assessed include: handling a general enquiry, dealing with a customer complaint or a need for further information or detail.

Professional Discussion:
A discussion between the assessor and learner, where any questions related to the learners journey, or scenarios that they may be faced with in their role are asked to identify their ability to deal with situations.

The combined score of these three methods will provide the final grade for the apprenticeship.

APPRENTICESHIP

Customer Service Practitioner

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Level

2

Duration

13+ months

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LINKS TO OUR PATHWAYS

This Apprenticeship Standard is also linked to our

Professional Services Pathway

providing amazing career progression opportunities.

PARTNERSHIPS

Download our 2023-2024 prospectus

Download a detailed course guide

Customer Service Practitioner

2

13+ months

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APPRENTICESHIPS

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