- Apprenticeship name
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Level 2 Customer Service Practitioner
- Who this apprenticeship is for
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A Customer Service Practitioner delivers a positive, high-quality experience for customers. You may be working as a Customer Service Advisor, Receptionist, or within a call centre, hospitality, or in any other customer support-based role, handling one-off enquiries or regular customer interactions.
- What you'll achieve by the end
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Upon passing, you'll achieve the Level 2 Customer Service Practitioner Apprenticeship, which is a nationally recognised qualification.
- How the apprenticeship is completed
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Apprentices will be supported by an experienced assessor to achieve the knowledge, skills and behaviours as set out in the apprenticeship standard, through a mixture of on and off-the-job training.
Each apprentice will have an e-learning package linked to their apprenticeship and is required to attend monthly tutorials. All apprentices are observed in the workplace and have written tasks to complete.
- Employment requirements
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Apprentices must be employed for at least 30 hours per week for the duration of the programme, and paid in line with the National Apprenticeship Minimum Wage. Apprentices must be given between 6-8 hours per week, during paid time, for off-the-job training.
- Maths and English requirements
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Apprentices aged 16-18 without Level 1 (GCSE grade D-G or 3-1) maths and English will be required to undertake a Functional Skills programme and must achieve a minimum of Level 1 to pass the apprenticeship.
Apprentices aged 16-18 who already hold Level 1 but do not hold Level 2 (GCSE grade C or 4) will be required to work towards achieving a Level 2 Functional Skills qualification whilst on programme.
Apprentices aged 19 and over who do not already hold the required maths and English qualification, will only need to undertake and achieve maths or English if the employer deems this necessary.
- Eligibility requirements
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Apprentices must be at least 16 years old and eligible to work in the UK.
- What will be assessed at the end?
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To complete the apprenticeship, the apprentice must successfully pass the assessment at the end. This involves preparing a portfolio of evidence, taking part in a professional discussion with an apprenticeship assessor, and being observed in the workplace.
- How long this apprenticeship lasts
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12 months, plus 3 months to prepare for the apprenticeship assessment.
- Cost to employer
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Levy payers: £3,500
Non-levy payers: fully funded if apprentice is aged 16-21, otherwise 5% (£175)