The Level 2 Customer Service Practitioner apprenticeship is designed for anyone working in a store of digital customer care role looking to progress their knowledge and skillset. Apprentices will be taught how to provide outstanding service for customers at every touch point, whether physical or digital, and to deliver brand standards with consistency and passion.
Upon successful completion of the apprenticeship, learners will have an understanding of the customer-first culture and understand how to treat all customers with equal respect and professionalism, allowing them to consistently deliver excellence in line with the expectations of the brand and the modern consumer.
KEY INFORMATION
- Increase knowledge of legislation, regulations, systems and resources
- Gain expertise in communication, influencing and self-awareness to help deal with conflict and challenge
- Cultivate confident, front-line representatives to deliver positive customer experiences
APPRENTICESHIP DETAILS
The Level 2 Customer Service Practitioner apprenticeship is the ideal entry point for staff in customer-facing roles, whether online, phone-based or face-to-face.
- Open cohorts start in April/May and September/October
- Closed cohorts can start at any time
- Hybrid, online and in-person delivery
- Practical experience balanced with theoretical learning
On this apprenticeship, learners will learn how to provide a high-quality service whether they're dealing with customers in one-off interactions or on a regular basis. The programme covers everything from dealing with orders and payments, and offering advice, guidance and support, through to making sales, fixing problems, aftercare and service recovery. Apprentices will also look at measuring customer satisfaction and gaining insight into their performance.
Upon completion of the apprenticeship, learners will be able to demonstrate excellent customer service skills and behaviours, as well as knowledge of relevant products or services when dealing with customers. Successful apprentices will be able to provide service in line with the organisation’s customer service standards and strategy, and apply appropriate regulatory requirements.
The Level 2 Customer Service Practitioner apprenticeship costs £3,500 per learner which includes End-Point Assessment.
Funding
Apprenticeships can be funded from your Apprenticeship Levy or by Government Co-Invest. If you do not pay the Levy, the Government will fund 95% of the programme, meaning you pay as little as £175 per person you enrol. We are also able to offer privately funded places for any employees not eligible for apprenticeship funding. For further information about funding options, eligibility and costs, please contact us.
Cost Includes:
- Bespoke off-the-job learning plan
- Programme Manager overseeing the learner journey and apprentice experience
- Delivery of the programme by retail experts
- Blend of sessions including online learning, webinars, in-person workshops, and individual coaching and support
- Preparation and support for End-Point Assessment
- Dedicated Client Manager
- Access to FRA resources including WGSN, LinkedIn Learning, Global Data, Business of Fashion, Fashion/Beauty Monitor and Drapers
- Online e-Portfolio
- Monthly progress report
Duration: 12 months
The Level 2 Customer Service Practitioner apprenticeship typically takes 12 months to complete, followed by a period of end-point assessment of approximately 3 months.
Open Cohort Intakes:
April/May
September/October
Enquire now to secure places for your team
Closed Cohorts
We can begin a closed intake apprenticeship at any time that suits your brand. We require a minimum of 10 learners to offer a closed cohort for Level 2 Customer Service Practitioner.
For our closed-access programmes, we can devise a flexible programme and delivery model to support the needs of your business – please get in touch to find out more about the options available.
Off-the-job learning is delivered through a combination of 121 coaching, full day and half day group workshops approximately every 3–4 weeks, which may take place online or in person.
Understanding Customers & Their Needs
- Understand who the brand's customers are.
- Understand the difference between internal and external customers.
- Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
- Understand how to build trust with a customer and why this is important.
Organisational Awareness
- Know the purpose of the business and what ‘brand promise’ means.
- Understand organisation’s core values and how they link to the service culture.
- Know the internal policies and procedures, including any complaints processes and digital media policies.
Customer Interaction & Communication
- Develop questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and the organisation.
- Use communication behaviours that establish clearly what each customer requires and manage their expectations.
Service Delivery & Problem Solving
- Use appropriate sign-posting or resolution to meet the customers' needs and manage expectations.
- Know the appropriate legislation and regulatory requirements that affect the business.
- Understand types of measurement and evaluation tools available to monitor customer service levels.
Professional Conduct & Personal Standards
- Learn how to provide a personalised customer service experience.
- Uphold the organisation's core values and service culture.
- Be able to organise themselves, prioritise their own workload and work to meet deadlines.
- Consider personal goals and propose development that would help achieve them.
- Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
Collaboration & Teamwork
- Frequently and consistently communicate and work with others in the interest of helping customers efficiently.
- Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.
End-point assessment
For the Level 3 Team Leader apprenticeship, end-point assessment is provided by EFI Awards. EPA typically takes 3 months to complete.
EPA includes Project and Presentation with Q&As, and Professional Discussion.
It’s a true collaboration between two organisations that have in common creating opportunities and opening doors for young people.
Andy, Director of Buying Operations, TJX Europe