What opportunities will this course give me?

This is now an ONLINE apprenticeship with a chance to enhance your knowledge, skills and behaviours within the customer service environment and delve deeper into your own learning and development. After completion of the apprenticeship you may have the opportunity to upskill to Level 3 Customer Service Practitioner or Level 3 Team Leader (dependant on job role).

What will I be learning?

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 customers 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.

Why is this course for me?

You will remain in the workplace whilst working through approx. 6 hours a week of ONLINE training. This work will be reviewed by a tutor/assessor on a fortnightly basis with an online one to one review with you to check on progress. Your actions influence the customer experience and their satisfaction with your organisation. This course will support you in demonstrating excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

You will look at areas to include;

• Meeting regulations and legislation
• Influencing skills
• Dealing with customer conflict and challenge
• Developing self

How will my learning be enhanced?

Our team of professionals will deliver the training with a blended approach to enhance learners knowledge, skills and behaviours to include;

• 1 day a month attendance at Eastleigh College
• Online weekly lessons via our digital delivery platforms
• Directed study with remote delivery support

Why is Eastleigh College my best choice?

You will be assigned to one of our friendly and supportive trainers throughout the apprenticeship, who will be monitoring your progress and to work collaboratively with your employer to meet the required standards.

What do I need to sign up?

You will be required to have or achieve Level 1 English and Maths and given the opportunity undertake Level 2 English and Maths tests prior to completion of the apprenticeship. The English and maths delivery can also be offered ONLINE.

Is there anything else I need to know?

The apprenticeship is assessed independently at the end of your on programme of learning, this is called an End Point Assessment.

For the Level 2 Customer Service Practitioner, this comprises of:

• Apprentice Showcase
• Practical Observation
• Professional Discussion

The apprenticeship end-point assessment is the final evaluation stage of your apprenticeship program at Eastleigh College. It's designed to determine whether you have achieved the knowledge, skills, and behaviours required to meet the apprenticeship standard and perform the job role independently.

Depending on the standard, we assess your competence through various methods, such as practical exams, assignments, interviews, project work, presentations or observations and we will also evaluate your portfolio of evidence, which documents your learning and progress throughout your apprenticeship with us.

The end-point assessment must be taken at the end of your apprenticeship, and the results determine whether you have successfully completed the program and achieved the apprenticeship standard.

Successful completion of the end-point assessment is required to receive certification.

If you are a levy paying employer, the cost of training will be funded through your digital account. If you are a non-levy paying employer you will pay 5% of the cost of training. For full details on fees, or for any other enquiries please email bebetter@eastleigh.ac.uk or call 023 8091 1000

Application Information

Please note that all courses are subject to minimum numbers and course descriptions may be subject to change. A place on your chosen course is not confirmed until all of the necessary enrolment paperwork is signed and any relevant fees are paid. The team will be in touch to discuss this with you, once your application has been processed.

Course Code

AAP152/CSP/STND

Need some further advice?

Contact the Brand, Engagement and Learner Recruitment Team for further guidance - email bebetter@eastleigh.ac.uk or call 023 8091 1000

The Equality Act

The College wishes to ensure that it complies with the requirements of the Equality Act 2010. If you are a disabled person, please ensure that we know what you need so that we can make all reasonable adjustments to help you succeed.