Start Dates
- July 2024, Apprenticeship, Day
- September 2024, Apprenticeship, Day
Summary
The role of a Customer Service Practitioner is to deliver high- quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out to the customer. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greets, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and can work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/ or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards.
You will complete the Level 2 Customer Service Practitioner apprenticeship standard.
- This apprenticeship will involve college attendance and off the job training.
- You will also develop your knowledge, skills and behaviours.
- You need to have an employer to support your apprenticeship and be employed in a relevant job role.
- The typical length of this apprenticeship course is 12- 18 months.
- This course has multiple start dates throughout the year.
Contact our Apprenticeships Team to find out when our next course start date is. If you already have an employer for your apprenticeship, or would like more information on how to find an apprenticeship, please click Apply Now.
If you are an employer who is looking to recruit an apprentice or already have someone you would like to enrol onto the apprenticeship course, please contact our Apprenticeships Team on 01603 773365 or email Apprenticeships@ccn.ac.uk to discuss the next steps.
Why Our College?
Experience work and networking
Our business, admin and customer service students get real experience of work and networking opportunities with local businesses.
Progression
Our students go on to a wide range of employment and apprenticeship opportunities, and are very well prepared for university level courses
Expert teaching staff
Our teaching staff are industry professionals, with real experience of working within their sector
Entry Requirements
- GCSE English and Maths grade 2/ E or Level 1 Functional Skills English and Maths.
In order to enrol onto an apprenticeship, you need to be employed in a relevant job role and undertake a range of tasks which would enable you to complete the apprenticeship qualification.
Learning Outcomes
For the full apprenticeship, candidates will complete:
- Level 2 Customer Service Practitioner Apprenticeship Standard
Assessment
Training and assessments are delivered in the workplace and in college. Apprentices will be required to attend college-based sessions as part of their training, whilst also completing off-the-job training in the workplace. You will also complete assessments and observations in the workplace.
You will need to complete Level 1 Maths and English before End Point Assessment (EPA).
At the end of the apprenticeship you will complete an EPA which consists of:
- 1- hour observation in the workplace
- Showcase, inlcuding an interview and a discussion about the portfolio of evidence
- 1- hour professional discussion about the role, responsibilities, portfolio and observation
Progression
On successful completion you could progress further through study of other qualifications or business-related courses. Apprentices will also be able to join the Institute of Customer Service as an Individual member at Professional level.
Career Progression
Upon successful completion of the apprenticeship, apprentices will also have the skills to develop a specialism, such as Customer Service Specialist (which will be product or sector specific), Team Leader, Human Resources Practitioner, Digital Marketer or Business Administrator.
Fees
July 2024, Apprenticeship, Day
Apprenticeship course fees are subject to the age of the apprentice, and the size of the company.
For employers with less than 50 employees who do not pay the apprenticeship levy and who take on an apprentice who is aged between 16-21 at the start of their apprenticeship, there will be no direct cost and the full training costs will be covered by Government funding. If the apprentice is aged 22+ the government partially subsides the training costs and the employer will need to pay 5% of the costs. In the case of this course, the fee would be £175.
For an employer with more than 50 employees a 5% charge will be implemented regardless of the age of the apprentice which in this case would be £175.
A levy paying company will pay the full cost of the apprenticeship from their levy account which in this case would be £3,500.
Please note that course fees are to be paid by the employer and apprentices must not be asked to make a financial contribution toward their training.
To discuss apprenticeship course fees in more detail or for more information on recruiting an apprentice, please contact 01603 773365 or Apprenticeships@ccn.ac.uk.
September 2024, Apprenticeship, Day
Apprenticeship course fees are subject to the age of the apprentice, and the size of the company.
For employers with less than 50 employees who do not pay the apprenticeship levy and who take on an apprentice who is aged between 16-21 at the start of their apprenticeship, there will be no direct cost and the full training costs will be covered by Government funding. If the apprentice is aged 22+ the government partially subsides the training costs and the employer will need to pay 5% of the costs. In the case of this course, the fee would be £175.
For an employer with more than 50 employees a 5% charge will be implemented regardless of the age of the apprentice which in this case would be £175.
A levy paying company will pay the full cost of the apprenticeship from their levy account which in this case would be £3,500.
Please note that course fees are to be paid by the employer and apprentices must not be asked to make a financial contribution toward their training.
To discuss apprenticeship course fees in more detail or for more information on recruiting an apprentice, please contact 01603 773365 or Apprenticeships@ccn.ac.uk.
Where Next?
Why Our College?
Experience work and networking
Our business, admin and customer service students get real experience of work and networking opportunities with local businesses.
Progression
Our students go on to a wide range of employment and apprenticeship opportunities, and are very well prepared for university level courses
Expert teaching staff
Our teaching staff are industry professionals, with real experience of working within their sector
Similar Courses
Level 2 Accounts/Finance Assistant apprenticeship
Level 2, Apprenticeship, 2 years
Delivered at City College Norwich campus
CMI Operations/Departmental Manager Higher Apprenticeship
Level 5, Apprenticeship, 3 years
Delivered at Norfolk House campus
Chartered Manager Degree Apprenticeship (BA (Hons) Leadership & Management)
Level 6, Apprenticeship, 3 years
Delivered at Norfolk House campus
Associate Diploma in People Management, Level 5
Level 5, Apprenticeship, 2 years
Delivered at City College Norwich campus
