Our programmes have been selected with you in mind and are designed to bridge skills gaps, quickly develop in-demand skills and help learners build foundational knowledge and build organisation's long-term capabilities.
We want to empower every individual to unlock their potential through high-impact career development, and we have been bringing this vision to life for the past 40 years by delivering flexible, high-quality learning experiences.
Take the first step in your career with an apprenticeship programme. Apprenticeships are a fantastic opportunity for you to earn while you learn: Gain an industry recognised apprenticeship standard while developing real world experience.
Customer Service Practitioner
Customer Service
Customer Service Practitioner is a Level 2 programme has been developed for those working in customer service roles, delivering high-quality customer care across a range of mediums including face-to-face, telephone, post, email, text and social media.
Programme Description
The Customer Service Practitioner programme is designed to support customer-facing professionals working to deliver a high-quality customer experience.
Throughout the programme, learners will develop a solid foundation of customer service knowledge, skills, and behaviours. As they progress, they will collect examples of how they have applied their learning, which will be used to showcase their abilities during the End Point Assessment (EPA).
Long term the programme aims to build confidence in learners, enabling them to effectively manage customer conflict, adhere to best practices, and continually seek ways to improve the service they provide.
Programme
Customer Service Practitioner Level 2
Programme Duration
14 Months + 3 Months for EPA
Start Date
This programme has rolling start dates, so you can learn at a pace that suits you.
Price
£3500
Awarding Body
Highfield Assessments
We offer flexible delivery options for this programme with rolling start dates so you can enrol and learn at a time that works best for you.
- Hybrid
- Face-to-face
- Remote learning
The programme can be delivered one-to-one, or if an employer has multiple learners, we can provide a closed cohort approach with monthly or quarterly groups, while still offering individual support.
Learners will meet with their tutor once a month for the knowledge-based part of the programme. Between sessions, assignments will be set and completed through our online platform, Smart Assessor. Every 12 weeks a progress review will take place, which line managers should attend, to discuss progress on programme.
Learners must be able to commit to the programme, have the support of your employer and your job role must align with programme requirements to demonstrate the competencies needed to pass the End Point Assessment.
Employers enrolling learners can set their own entry criteria but to be eligible for funding learners must:
- Have been a UK resident for 3+ years or be part of an EU Settlement Scheme, spending at least 50% of time working in England.
- Hold a contract of employment and work at least 16 hours per week.
- Not be enrolled in another government funded programme
- Have achieved Level 2 or equivalent (grade 4+ at GCSE) in English and maths before they are put forward to End Point Assessment. If this has not been achieved, we are able to offer this as part of the apprenticeship.
After the learning phase is completed, the learner, employer, and Intec will meet to determine if you are ready to proceed to the End Point Assessment (EPA). The EPA, conducted by an external End Point Assessment Organisation (EPAO), will evaluate whether you have demonstrated the necessary knowledge, skills, and behaviours to meet the required standards. Learners can achieve a Pass or Distinction based on their performance.
The EPA has three parts:
| Duration | Details | Weighting | |
| Apprenticeship Showcase | n/a | Uploaded throughout their time on programme, the showcase brings together and reflects on the learning gained on programme. | 65% |
| Practical Observation | 60 minutes | Takes place in the learners place of work. | 20% |
| Professional Discussion | 60 minutes | This discussion is an opportunity for the assessor to clarify any questions and demonstrate further knowledge. | 15% |
Professional Links: Once complete learners can apply to become a Professional member of the Insititute of Customer Service.
Progression: Depending on your job role, learners may want to consider progressing onto the Customer Service Specialist programme.
Key Learning Aims
By the end of the programme, learners will have developed the knowledge, skills, and behaviours needed to demonstrate competence, confidence, and best practices in their job role.
Organisational & External Environment
Products, Services & Systems
Customer Journey
Understanding Customer Needs
Communication & Interpersonal Skills
Quality & Compliance
Career Development
Teamwork & Collaborative Working
Professionalism
Creating Continuous Improvement
Learner Experience
Delivered by Expert Tutors
Career Advice & Support
Mock End Point Assessment
Monthly Learner Newsletter
Specialist Functional Skills Tutor
Access to Up-to-Date Programme Resources
Benefit from Industry Links & Partnerships
Regular Opportunities for Feedback
Employer Experience
Dedicated Account Management & Support
Learner Progress Tracking & Reporting
Support for Promoting Programmes to Your Team
Assistance with Digital Apprenticeship Service
Apprentice Awards & Learner Celebrations
Levy & Funding Advice and Guidance
Industry & Sector Insights & Updates
Opportunities for Regular Feedback
Case Study : Jack Hayward
‘When I was at university, I felt the learning was very theory-based. However, by being part of a workforce on an apprenticeship, I’ve received practical, up-to-date training and been able to implement the skills I have learned immediately, so they can best benefit customers.’
Customer Service Apprentice at Babble
Get in touch
Call us on: 0808 100 1155
Results That Speak For Themselves
99%
End Point Assessment Pass Rate
60%
Achieve a Distinction
97%
of Learners Recommend Us
97%
of Employers Recommend Us