Level 2 Customer Service Practitioner

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality (patrol response operatives).

Duration

About 12 months

Qualifications

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Contact Us

Suitable for

Front-line operatives, customer support, sales, reception / concierge face-to-face, telephone, post, email, text and social media team members.

What is covered

Product and/or service knowledge when delivering to customers. Measuring service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Measuring satisfaction

How it is delivered

121 coaching / mentoring with a member of the Mercury team.
Development of an electronic portfolio of evidence including reports, evidence of tasks undertaken, demonstrations, presentations, assignments, emails and observations.
Wherever possible all evidence collected makes use of video or audio technologies.

On-Programme Assessment

  • Regular assessment (Involving employer and training provider)
  • Development of a portfolio demonstrating learning and development activities with their application in the workplace

Gateway to End Point Assessment

Employer and Training provider agree the apprentice meets the requirements of the standard

End Point Assessment

  • 1 Hour observation
  • 1 Hour discussion
  • Electronic portfolio of evidence

Successful individuals gain

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Ready to kick-start your career? Contact Us

  • mercury-accreditations-european-union-social-fund
  • mercury-accreditations-disability-confident-employer
  • mercury training accreditations city and guilds
  • mercury training accreditations skills funding agency
  • mercury training accreditations matrix
  • mercury bctg
  • mercury-accreditations-bksb
  • mercury training accreditations apprenticeships

Copyright © Mercury Training Services Ltd - Created by Gritt & Co