The Level 2 Customer Service Practitioner plays a key role in enhancing customer experience and satisfaction with your organisation. You will exhibit outstanding customer service skills and behaviors, alongside thorough knowledge of the products and/or services you provide to your customers.
You will 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.
The Level 2 Customer Service Practitioner plays a key role in enhancing customer experience and satisfaction with your organisation. You will exhibit outstanding customer service skills and behaviors, alongside thorough knowledge of the products and/or services you provide to your customers.
You will 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.
There are no formal entry requirements for this qualification, but a keen interest in this field is essential. Applicants must be prepared for both shift work and travel.
Prior experience is not necessary, but useful and should be supported by a portfolio of evidence.
Know your Customers
Understand the difference between internal and external customers, their different needs and how to adapt your style to be effective in service.
Understand the Organisation
Learn the purpose of the business, their core values, internal policies and procedures and anything else relevant to you and your organisation.
Meeting Regulations and Legislation
Know the legislation and regulations relating you your role and the wider business, and how to apply them in your work.
Systems and Resources
Understand the key systems, equipment and technology needed to meet the needs of customers
Your Role and Responsibilities
Understand your roles and responsibilities within your organisation, including your targets, goals and how your work impacts others.
Customer Experience
Establish facts that enable you to create a customer-focused experience and understand how to build trust with a customer.
Product and Service Knowledge
Have a deep, up to date understanding of the products and/or services available from your organisation.
Interpersonal Skills
Use a range of skills including questioning and listening to respond to customer requests in a way that builds rapport.
Communication
Use appropriate verbal and non-verbal communication skills in both face to face and non-facing customer interactions, and use appropriate, brand related ‘tone of voice’ in all communications.
Influencing Skills
Provide clear explanations and options to help customers make decisions that are mutually beneficial for them and your organisation.
Personal Organisation
Be able to organise yourself, prioritising your own workload to meet deadlines.
Dealing with Customer Conflict and Challenge
Demonstrate patience, calmness and understanding of the customer’s point of view, with an understanding of how to signpost and manage expectations of customers.
Self-Development
Take ownership of keeping your knowledge and skills up to date, considering personal goals and proposing development that would help you achieve them.
Be Open to Feedback
Seek and act upon feedback from others at all levels of your organisation.
Team Working
Work successfully with other colleagues in the interest of helping customers efficiently, sharing personal learning and case studies to support best practice.
Equality
Treat all customers as individuals, providing a personalised experience that upholds organisational core values.
Presentation
Demonstrate personal pride in your role through appropriate dress and positive, confident language.
“Right First Time”
Communicate effectively and work carefully to ensure that each customer gets the right service, first time.
There are no formal entry requirements for this qualification, but a keen interest in this field is essential. Applicants must be prepared for both shift work and travel.
Prior experience is not necessary, but useful and should be supported by a portfolio of evidence.
Know your Customers
Understand the Organisation
Meeting Regulations and Legislation
Systems and Resources
Your Role and Responsibilities
Customer Experience
Product and Service Knowledge
Interpersonal Skills
Use a range of skills including questioning and listening to respond to customer requests in a way that builds rapport.
Communication
Use appropriate verbal and non-verbal communication skills in both face to face and non-facing customer interactions, and use appropriate, brand related ‘tone of voice’ in all communications.
Influencing Skills
Provide clear explanations and options to help customers make decisions that are mutually beneficial for them and your organisation.
Personal Organisation
Be able to organise yourself, prioritising your own workload to meet deadlines.
Dealing with Customer Conflict and Challenge
Demonstrate patience, calmness and understanding of the customer’s point of view, with an understanding of how to signpost and manage expectations of customers.
Self-Development
Take ownership of keeping your knowledge and skills up to date, considering personal goals and proposing development that would help you achieve them.
Be Open to Feedback
Seek and act upon feedback from others at all levels of your organisation.
Team Working
Work successfully with other colleagues in the interest of helping customers efficiently, sharing personal learning and case studies to support best practice.
Equality
Treat all customers as individuals, providing a personalised experience that upholds organisational core values.
Presentation
Demonstrate personal pride in your role through appropriate dress and positive, confident language.
“Right First Time”
Communicate effectively and work carefully to ensure that each customer gets the right service, first time.
A Ticketing Assistant is the first point of contact for customers, assisting the Box Office team with ticket sales, ticket checks and customer queries.
Front of House staff are the first point of contact with a business, and it is their responsibility to greet customers, help them feel welcome and answer any queries they may have.
A Steward’s role is to direct customers, answer queries and support with the security and people management of an event or venue.
A Ticketing Supervisor oversees the Box Office team, ensuring that the team is supported, answering any more complex customer queries and general management of Box Office team.
A Ticketing Assistant is the first point of contact for customers, assisting the Box Office team with ticket sales, ticket checks and customer queries.
Front of House staff are the first point of contact with a business, and it is their responsibility to greet customers, help them feel welcome and answer any queries they may have.
A Steward’s role is to direct customers, answer queries and support with the security and people management of an event or venue.
A Ticketing Supervisor oversees the Box Office team, ensuring that the team is supported, answering any more complex customer queries and general management of Box Office team.
Wondering how an apprenticeship can influence your future? If you’re considering career paths or seeking practical experience, we’re ready to assist you. Contact us today to discuss your choices and move closer to your ideal career!
Wondering how an apprenticeship can influence your future? If you’re considering career paths or seeking practical experience, we’re ready to assist you. Contact us today to discuss your choices and move closer to your ideal career!
To be eligible, applicants must be aged 16 or over, living in England and not taking part in full-time education. If they are already employed, they can start an apprenticeship in their current job to help them progress to a higher level position.
Apprenticeships range from Level 2 to Level 7. The levels and their equivalent qualifications are listed below:
Level 2 = 4 GCSEs
Level 3 = 3 A Levels
Level 4 & 5 = Foundation degree and HNC/D
Level 6 = Bachelor’s Degree
Level 7 = Master’s Degree
Access Industry currently offers apprenticeships up to Level 4, but we continually update available apprenticeships to meet learner needs and industry trends.
