Customer Service Practitioner
Level 2 | 15 Months On Programme Including 3 Months End Point Assessment
Apprenticeship Overview
Customer Service Practitioners are the face and voice of a business, often the first point of contact for customers, and play a critical role in shaping customer experiences and perceptions. They are responsible for delivering high-quality service across various interaction channels, including in-person, digital communication, or within the customer's own setting. The ability of these practitioners to exceed customer expectations is a fundamental aspect of their role, directly influencing customer satisfaction and the overall image of the organisation they represent.
Our apprenticeship programme is meticulously designed to hone the skills necessary for providing outstanding customer service. Apprentices will learn to navigate the delicate balance between friendliness and professionalism in their communications, acquire comprehensive knowledge of their products or services, and develop the competency to efficiently fulfil customer needs. By completing this programme, apprentices will be well-equipped to enhance customer relations, bolster the organisation's reputation, and foster enduring customer loyalty.
Achievement
- Customer Service Apprenticeship Standard – Pass or Distinction
- Level 1 English and maths (if not exempt)
Professional Recognition
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.
Progression
After completing this apprenticeship, we encourage learners to consider the following programmes if they wish to progress further:
Entry Requirements
To be eligible for a Healthcare Apprenticeship, the learner needs to have been residing in the UK or the EEA, for the past three years and be able to commit to the apprenticeship programme’s full duration. Note that certain types of immigration statuses/permissions may still be eligible. The learners job role should also fit with the programme modules. If the learner does not have a level 2 or equivalent in English and maths, they will need to work towards achieving these qualifications as part of their apprenticeship. Additional entry requirements may also be needed for programmes at level 3 and above i.e. a level of previous experience or pre-requisite qualifications or CPD (Continued Professional Development) i.e. the Care Certificate.
Apprenticeship Journey
Orientation Workshop
Customer Services Tools
Know Your Organisation
Your Role & Responsibilities
Knowing Your Customers
Meeting Regulations & Legislation
Communication
Product & Service Knowledge/Systems & Resources
Mock End Point Assessment
Gateway
Tripartite Meeting
Check Knowledge, Skills & Behaviours learnt of whole programme
End Point Assessment
1. Observation with Questions
2. Professional Discussion
The Apprenticeship Process
- Apprentices are allocated a Dynamic Training Skills & Development Coach who will support and guide them for the duration of their apprenticeship
- The apprenticeship programme will be delivered as blended learning, which consists of both online and face to face delivery
- Apprentices need to have good internet access and a suitable device such as a laptop, or tablet to work on
- Microsoft Teams is used for coaching sessions (one-to-one) and for taught sessions (group)
- During your apprenticeship programme, apprentices participate in training, development and ongoing review activities which include:
- Induction (specific to the apprentices’ workplace)
- Taught training sessions
- Internal continuous professional development
- Mentoring/buddy support
- Completion of a portfolio of evidence
- Tripartite progress reviews with the line manager/mentor and the assigned Dynamic Training Skills and Development Coach
Functional Skills
Functional Skills in English and maths form the cornerstone of all our apprenticeship programmes, providing learners with the essential literacy and numeracy skills required for workplace success. Recognising that some apprentices may need additional support in these areas, we offer dedicated functional skills support sessions.
To further reinforce learners understanding and proficiency, we host comprehensive revision sessions every Friday. These sessions are not only supportive but integral in ensuring our apprentices are well-equipped with the fundamental skills necessary for their development.
For a deeper insight into how these functional skills sessions can benefit your team, we invite line managers to join our information sessions where we'll cover the structure, benefits, and outcomes of this essential component of our apprenticeship programmes.
End Point Assessment
To achieve the apprenticeship, at the end of the programme, apprentices will complete the End Point Assessment (EPA), which provides apprentices with the opportunity to demonstrate their competency within their role and to showcase the knowledge, skills, and behaviours they have gained. EPA is undertaken by an Independent Assessment Organisation who is responsible for the grading of the apprenticeship of either Fail, Pass, Merit, or Distinction.
The apprenticeship programme has been designed to equip the apprentice with the knowledge, skills, and behaviours to make an impact in the workplace and support individual career progression.
Frequently Asked Apprenticeship Questions
Apprenticeships are open to anyone aged 16 or over, entitled to live in England and who are no longer in full time education.
Whether they are starting their working career or are already in the workplace looking to upskill or retrain, apprenticeships can provide an opportunity to increase skills and knowledge.
As there is no upper age limit, apprenticeships can be a great way for working professionals to help achieve career progression or for career changers to learn a new profession.
With an apprenticeship, employees have a fantastic opportunity to learn, gaining industry desired skills and knowledge and behaviours in the workplace.
Apprentices can be employed as a new apprentice on a fixed term contract or you they can be an existing member of staff who would like to upskill or retrain.
Once an apprentice starts their programme, they are allocated a Skills & Development Coach from Dynamic Training, who will support them for the duration of their training and ensure they are ready for end point assessment.
Additionally, employers are expected to provide apprentices with a workplace mentor who is normally a senior member of staff, but who is not the apprentices' direct manager.
Working hours vary depending on the employer, however the minimum duration of an apprenticeship (12 months) is based on an apprentice working 30 paid hours per week. For apprentices working less hours, the apprenticeship duration must be extended.
You can find out more about off-the-job training from the below page which fully breaks down how many hours an apprenticeship requires.
For existing staff members, their existing rate of pay will not be affected.
For new entrant employed as an apprentice, The National Living Wage now applies to those aged 23 and over.
Apprentices are entitled to the National Minimum Wage, the current minimum rate for an apprentice is £5.28 per hour (as of April 2023). This rate applies to apprentice's aged 16 to 18 and those aged 19 or over who are in their first year of their apprenticeships.
If they are over 19 and have completed the first 12 months of their apprenticeship programme, they will be entitled to the current National Minimum Wage rate.
Apprentices must be paid for normal hours of work and any training that is part of the apprenticeship.
|
Year |
23 and over |
21 to 22 |
18 to 20 |
Under 18 |
Apprentice |
|
April 2023 |
£10.42 |
£10.18 |
£7.49 |
£5.28 |
£5.28 |
Example A
An apprentice aged 22 in the first year of their apprenticeship is entitled to a minimum hourly rate of £5.28.
Apprentices are entitled to the minimum wage for their age if they:
- are aged 19 or over and have completed the first year of their apprenticeship
Example B
An apprentice aged 22 who has completed the first year of their apprenticeship is entitled to a minimum hourly rate of £10.18.
Dynamic Training partners with employers to assist in the recruitment of apprentices and our current apprenticeship vacancies are listed on our website under apprenticeship vacancies.
Alternatively, you are able to search and apply for all apprenticeship vacancies using the National Apprenticeship Service website
Already Working: If you are looking to complete your apprenticeship with your current employer, first talk to your line manager about the opportunity to start an apprenticeship. We will gladly then talk to your employer about the options available to get you started.
Find out more about apprenticeships and answer your questions by exploring our comprehensive explanation of apprenticeships.
Want To Know More About This Apprenticeship?
Dynamic Training are hosting online information sessions where we explain this apprenticeship, walk you through the apprenticeship process and answer your questions. Book yourself onto an information session below:
Enquire About This Apprenticeship Programme
How To Get In Touch...
Address:
Dynamic Training UK Ltd,
Unit 7, Brook Business Centre,
Cowley Mill Road,
Uxbridge,
UB8 2FX
Phone: 020 8607 7850
Email: hello@dynamictraining.org.uk
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