Customer Service Practitioner Level 2

ST0072

What is a Customer Service Practitioner?

A person who delivers high quality products and services to the customers of their organisation. your responsibilities may include one-off or routine contact with customers, dealing with orders, payments, offering advice, meet and greet, sales and after care services. Your interaction with customers maybe face-to-face, digital or within a customer’s own location.

You will be demonstrating excellent customer service, to influence customer experience and satisfaction with your organisation, through products and services. You will understand the requirements of relevant regulation and legislation when dealing with customers and interactions.

For further information regarding the standard, click here

Funding Band

£3500

Duration

12 Months

Level

The End-Point Assessment Process

Gateway -after 12 months on programme:

Met the requirements of minimum length on-programme learning
Your employer agrees you are ready for end point assessment
You have the English & maths qualifications required
Completed ready for submission, Apprentice Showcase

End point assessment period is 2 months:

Practical Observation
Professional Discussion with Apprentice Showcase

Grading Criteria

Fail Criteria: Apprentices has not been able to demonstrate sufficient application of knowledge, skills and behaviours for the assessment methods.

Pass Criteria: Apprentice has met the Pass criteria, for the knowledge, skills and behaviours of the assessment methods, has not been able to demonstrate sufficient for Distinction.

Distinction Criteria: Apprentice has met the pass criteria for the knowledge, skills and behaviours and demonstrated sufficiently the distinction criteria.