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Level 2 Customer Service Practitioner

Duration 12 months

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your 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. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Potential Job Titles

  • Customer Service Advisor

  • Telesales Support

  • Customer Service Administrator

  • Help Desk Operator

  • Call Centre Advisor

  • Customer Service Representative

  • Service Delivery Support

Apprenticeship Qualifications

On successful completion of the programme, the apprentice will be awarded with a Level 2 Customer Service Practitioner apprenticeship certificate. They will also be awarded with a Diploma in Customer Service Practitioner (optional).

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