Customer Service Practitioner L2
First impressions count - so does outstanding customer service.
The role of a customer service practitioner is to deliver high quality products, services and information 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.
Key Information
Duration
12 Month programme followed by a 3-month End Point Assessment phase.
Funding options.
If you pay into the apprenticeship levy this is 100% funded at £3,500
Or a maximum £175 (5%
contribution) if you are a non-levy employer.
Fully funded for a 16-21 in a non-levy employer
This will include 16-25's from August 2026.
Knowledge
- Understanding who your customers are.
- Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt your style and approach to be highly effective
- Know your organisations core values and how they link to the service culture.
- Know the appropriate legislation and regulatory requirements that affect your business and how to apply these.
- Understand types of measurement and evaluation tools available to monitor customer service levels.
- Know the targets, goals and expectations you need to deliver against.
- Understand how to build trust with a customer and why this is important,
- Understand the difference between internal and external customers.
- Know the purpose of the business and what 'brand promise' means
- Know your internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation,
- Know how to use systems, equipment and technology to meet the needs of your customers.
- Understand your role and responsibilities with the organisation and the impact of your actions on others.
- Understand how establishing the facts enables you to create a customer focused experience and appropriate response.
- Understand the products and services that are available from your organisation and keep up to date.
Skills
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
- Use an appropriate tone of voice in all communications, including written and digital, that reflects the organisations brand.
- Provide clear explanations and offer options in order to help customers make informed choices that are mutually beneficial to both the customer and your organisation.
- Maintain informative communication during any periods of downtime of service recovery.
- Depending on your job role and work environment, use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communication and/or reinforcement techniques to confirm understanding during non-facing customer interactions.
- Be able to organise yourself, prioritise your own workload and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customers point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Behaviours
- Take ownership for keeping your service knowledge and skills up to date.
- Consider personal goals and propose development opportunities that would help you achieve them.
- Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
- frequently and consistently communicate and work with others in the interest of helping customers efficiently.
- Share personal learning and case studies with others, presenting recommendations, and improvements to support good practice.
- Treat customers as individuals to provide a personalised customer service experience.
- Uphold the organisations core values and service culture through your actions.
- Demonstrate personal pride in the job through appropriate dress and positive and confident language.
- Use communication behaviours that establish clearly what each customer requires and manage their expectations.
- Take ownership from the first contact and then take responsibility for fulfilling your promises.
Who is the Customer service practitioner (Level 2) suitable for?
- Those with a keen interest and belief in high quality customer service
- Those with aspirations to work in any number of service industries, keen to work in a front line customer facing role.
- Those looking to progress in a career within customer focused roles, front of house rather than back office
Whether you are a learner or employer, National Upskill are here to assist you.
If you have any questions for our team, please get in touch at info@nationalupskill.co.uk.
You can also call us at 0333 772 9534.
