Where will this course lead?

The many transferable skills that you will develop during this course provide a superb foundation for most career pathways with an emphasis on delivering excellence. Opportunities in the work place could support progression to the Level 3 Customer Service Specialist Apprenticeship, Level 3 Team Leader/Supervisor Apprenticeship or another Level 3 Apprenticeship in a vocational subject relating to your specific department or industry.

Upon completion you will be eligible to join the Institute of Customer Service as an Individual Member at Professional Level.

What will I study?

You will be required to study the knowledge, skills and behaviours which are essential in influencing a customer's experience and levels of satisfaction including:
- Interpersonal Skills
- Communication
- Influencing Skills
- Personal Organisation
- Dealing with customer conflict and challenge

You may be required to study Functional Skills in Maths and English depending on your previous achievements. Workshops are approx. 2 hours per week and are available at various times at both college campuses. An e-learning route is also available if you are unable to attend college.

How will this course be delivered?

The Customer Service Practitioner Apprenticeship course is delivered through a combination of classroom teaching, practical workshops and independent learning/self- study.
You will attend college for one full day per month (for eleven months) and will spend a minimum of 6 hours per week (during working hours) carrying out independent study. This time will be recorded in a learning journal to capture your experiences, reflections and achievements throughout the learning journey.

As an apprentice a vast amount of learning takes place 'on the job' through training and the practical application of your skills, knowledge and behaviours.

You will receive 1:1 support and coaching from an allocated assessor who will visit you in the workplace every six weeks.

What qualifications will I get?

Upon successful completion of the end assessment of your Customer Service Practitioner Apprenticeship, you will be awarded the Level 2 Customer Service Practitioner standard with either a Pass or Distinction.

Professional Qualifications may be included where relevant to your job role

Level 1 Functional Skills English*
Level 1 Functional Skills Maths *
Following the completion of level 1 Functional Skills you are required to work towards and take the end level 2 test in both English and maths.

How will I be assessed?

Your progress and development will be assessed at regular stages throughout the Customer Service Practitioner Apprenticeship- this is likely to be a combination of completed tasks, activities, reflective discussions and observations in the workplace.

Your employer and training provider will formally sign-off your readiness for the end assessment when you have met and can confidently apply the minimum requirements of skills, knowledge and behaviours as detailed in the apprenticeship standard.

The end assessment consists of the following 3 components and can be taken after a minimum of 12 months on-programme learning.
Apprentice Showcase
Your opportunity to reflect on and show examples of your professional competence and development throughout your time on programme. This will be achieved by selecting a variety of work-based evidence which demonstrate your skills and achievements in the role of Customer Service Practitioner. = 65%

Practical Observation
A pre-planned observation in the workplace. Your opportunity to demonstrate the application of the appropriate skills, knowledge and behaviours in support of delivering exemplary service to customers. = 20%, Min of hour

Professional Discussion
A structured discussion enabling you to demonstrate your understanding and application of knowledge, skills and behaviours. This is an opportunity for your assessor to clarify aspects of the observation, further explore examples of your work, validate judgements on the quality of work and ask questions about your personal development and learner journey. = 15%, 1 hour

How do I get a place on the course?

Employers can receive advice and support from the Employer Services team at Solihull College and University Centre

What are the entry requirements?

All applicants are required to complete initial assessments in English and maths which ensures fair access to assessment. A minimum of Entry level 3 in English and Maths is normally required. Learners who do not meet this requirement will receive advice and guidance on developing these skills prior to reapplying.
However, exceptional candidates or those with experience in providing customer service can be considered on a case by case basis.

What else do I need to know?

How much will this course cost?
Please contact the College Employer Services Business Advisors for more information about funding and costs for a Customer Service Practitioner Apprenticeship.

Is there anything else I will have to pay for in order to enrol an apprentice?
No

Have you got a question about this course?
Please contact the College Employer Services Business Advisors, or the Apprenticeship Coordinator