Level 2 Customer Service

Requirements 

• Level 1 Maths and English, with Level 2 attempted or GCSEs C/4 or above
• a minimum of 30 hours working week - role must include processing of customer data
• 12 months on programme and 3-month window for End Point Assessment - must be employed for 15 months
• 'off the job' training must be provided, a minimum of 6 hours a week
• support from an employment mentor with 4 weekly reviews. 

What you'll do at work

• knowing your customers  
• understanding your organisation 
• roles and responsibilities 
• relevant legislation and regulations 
• systems and resources 
• product and service knowledge 
• ensuring the customer experience is 'right first time' 
• positively dealing with customer conflict and challenge 
• effective communication and influencing skills 
• team working 
• professional image 

Assessment methods 

• workplace/Teams 1-2-1 meetings 
• observations in the workplace
• witness testimonies completed by mentor
• professional discussions

End point assessment 

End point assessment will take place in the final 3 months, dependant on learner progress. The assessment will consist of: 

• 1 hour workplace observation 
• professional discussion underpinned by portfolio of evidence