Apprenticeships - Level 2 Apprenticeship Standard 122 - Customer Service Practitioner

To achieve this apprenticeship, you will study the City & Guilds Level 2 Diploma for Customer Service Practitioners qualification. This qualification has been developed to support learners completing the Customer Service Practitioner Apprenticeship Standard and covers the required knowledge, skills and behaviours.

The qualification covers a range of topics through 6 mandatory units and 1 optional unit.

Mandatory units:

• Developing self to achieve targets and goals

• Recognition of regulations and legislation within own organisation

• Principles of business

• Contribute to a customer focused experience

• Provide customer service

• Manage customer expectations

Optional units:

• Working in a sales environment

• Working in an administrative environment

• Working in a contact centre environment

• Customer service principles*

• Working in a retail environment

• Social media in a work environment

• Fundamentals of marketing

*This unit is achieved through completion of an online multiple-choice test under exam conditions.

Functional Skills in English and maths:

These are key elements of your apprenticeship and are essential to the role of a customer service practitioner. If you do not already have a GCSE at grade A*-C (or new grade 9-4) in these subjects you will be required to study Functional Skills at the appropriate levels. Maths and English skills will support your apprenticeship programme, assisting you with assignment writing, research, job applications, communication and problem solving, to mention just a few.

Most employers look for ability in these areas and the majority of university courses require you to have maths and English GCSEs at A*-C (or new grade 9-4). This is why the development of Maths and English is so important, whatever your field of study.

Completion of the qualification and functional skills will lead to End Point Assessment. This consists of grading of your portfolio, a practical observation in your workplace, and a professional discussion on your learning. This is conducted by an Independent End Point Assessor from City and Guilds.