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Documentation about this Standard
Start Date: Mon, 17/09/2018
The Apprenticeship Standard and Assessment Plan can be found here.
The Customer Service Practitioner Level 2 Apprenticeship Standard provides Learners with an opportunity to gain excellent customer service skills within an automotive setting. Apprentices can gain experience in a wide range of customer interactions which will influence the customer experience and their satisfaction with the organisation.
Designed with different learning styles in mind, IMI’s solution ensures Apprentices are fully engaged and prepared for their End-Point Assessment (EPA). This new standard is suited to those looking to work in customer service roles across the automotive industry.
The role of a Customer Service Practitioner is to deliver a high quality service to the customers of their organisation. This may be digitally or face-to-face and will generally include dealing with orders, offering advice, guidance and support, fixing problems and aftercare. Customer Service Practitioners are often the first point of contact for the customer and will work in a variety of sectors and organisations.
The Apprenticeship will take a minimum of 12 months to complete.
Individual employers will set the selection criteria for the applicant. It is recommended during the selection process that the individual demonstrates the following qualities:
Mandatory - English and Maths at Level 1 (or equivalent) is required to be held by the Learner prior to the EPA. They also must have attempted a Level 2 (or equivalent) exam prior to the EPA.
There are no requirements for on-programme formative assessment. However, employers and training providers may wish to carry out joint reviews of the Apprentices’ progress at regular intervals. The IMI offer an eLogbook where Apprentices can log and upload their progress throughout their on-programme learning.
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