Designed for anyone working in a store or digital customer care role
The Customer Service Practitioner Level 2 apprenticeship teaches learners to provide outstanding service and interaction for customers at every touch point, whether physical or digital, and to deliver brand standards with consistency and passion.
Participants will finish the course with an understanding of the importance of “right first time” and treating 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
- Hybrid, online and in person delivery
- Practical experience balanced with theoretical learning
- Open cohorts for less than 11 apprentices available with rolling start dates throughout the year
- Closed cohorts for more than 11 apprentices starting at a time that suits your brand
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 course, learners will focus on providing high-quality service whether they're dealing with customers in one-off interactions or are in regular contact. The programme covers everything from the basics of 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 reaching end-point assessment, 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.
Next Open Cohort Intake
April/May 2024
September/October 2024
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.
Learning modules
Module 1: Knowing your customers
- Understand who customers are
- Types of customers
- Customer needs
- Managing expectations
- Recognising and adapting to be highly effective
- Creating a customer focused experience
- Building trust with a customer
Module 2: Understanding the organisation
- Purpose of the business
- Organisation’s core values
- Internal policies and procedures
- Understand roles and responsibilities within your organisation
- Delivering targets and goals
Module 3: Legislation and Regulation
- Appropriate legislation
- Regulatory requirements
- Applying regulatory requirements to service
Module 4: Systems and Resources
- Know how to use systems
- Equipment and technology
- Measurement and evaluation tools to monitor service
Module 5: Project Management
- Products and services
Module 6: EPA Prep
- To ensure apprentices are ready for Gateway and EPA
- Assessments aligned with EPA requirements
- Project with presentation and questioning
- Professional discussion with portfolio
End-point assessment
For the Level 2 Customer Service Practitioner apprenticeship, end-point assessment is provided by Fashion & Retail Awards. EPA typically takes 2-3 months to complete.
It’s a true collaboration between two organisations that, at their heart, have in common creating opportunities and opening doors for young people.
Andy, Director of Buying Operations, TJX Europe