Customer Service Practitioner (Level 2)

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Apprenticeship

Customer Service Practitioner

Training Provider

Blackburn College

Duration
18 months
Most Suitable For
New recruits and current staff who wish to develop their knowledge, skills and behaviours in customer service.
Award
Level 2 Customer Service Practitioner Intermediate Apprenticeship award
Programme Cost

£3,500. For non-levy paying employers only 5% contribution required to be paid (£175) or potential for 100% levy transfer (£0).

Additional Funding
For all Employers:
• If apprentice is under the age of 25, Employer may not have to pay Class 1 Employer National Insurance. Full details and criteria are found here.
• The following are available for apprenticeships starting between 1 August 2023 – 31 July 2024 (full details and criteria are found within the ESFA Funding Rules):
  1. £1,000 if apprentice is aged 16 to 18 years’ old, OR aged 19 to 24 years’ old and has an education health and care (EHC) plan/been in the care of their local authority.
  2. Gov will fund 100% of the tuition fee if employer supports a young apprentice AND has fewer than 50 employees.
Start Date
TBC (dependant on demand)
Teaching Delivery
Mainly face-to-face (Blackburn) with some online teaching and resources
Key Learning Requirements
Apprenticeships require learners to achieve specific new knowledge, skills and behaviours (KSBs), which are detailed in the Apprenticeship Standard. These are achieved by;
1) Programme Teaching; on-campus teaching once a week and online resources.
2) Independent study; such as assignment/project research and write up
3) Learning in the workplace; shadowing colleagues, completing programme assigned work based projects, day-to-day development within your current role duties/work activities, reflections with mentor, relevant training sessions.
Modules
This programme has fixed module delivery (you are unable to choose the modules studied). A list of modules is available on the course webpage or course materials.
Placements
This programme does not require external placements to be completed, although varied experiences are beneficial.
Assessments
Assessed throughout the programme by assignments, observations, evaluations and End Point Assessment.
Key Candidate Entry Requirements
• Employed 30 hours or more per week for the duration of the apprenticeship. The apprenticeship duration may be extended to support staff who work less than this (will be looked at on individual basis)
• Preferably, evidence of English and Maths at GCSE E/2 or above /Functional Skills Level 1 / Equivalent. (If the candidate does not have evidence of Maths and English at the relevant level, there are two options; 1. Functional Skills LEVEL 2 via HEE funded online revision and exams. Contact Training Hub Apprenticeship Team for more details.
2. Or, Training Provider will support the learner through the relevant learning and exams, alongside their apprenticeship. An initial diagnostic assessment will be completed by the Training Provider at application stage to determine suitability for this option)
Full requirements and details are found on the course webpage/information.
Key Employer Entry Requirements
• Ensure Learner has the support and opportunities to achieve the requirements of the apprenticeship
• A suitably experienced member of staff to mentor the apprentice.
Listed as an Approved Provider on HEE and NHS Procurement
Higher Procurement - North West Primary Care and Social Care
Application Timescale
It takes on average 2 – 3 months to complete all application stages for this programme.
If recruiting to this position, additional time will be required for recruitment and advertising stages.
Additional Training Hub Support
Primary Care Employees:
• Have access to all resources provided by the L&SCPC Training Hub such as Digital training, Health and Wellbeing support and events.
• Non-clinical Training and Resources: this webpage lists training and resources for non-clinical roles, which may compliment the apprenticeship (always check suitability with your apprenticeship training provider)
Social Care Employees:
Have access to all resources provided by the L&SCSC Training Hub such as training, Health and Wellbeing support and events.
Information Last Updated
18/09/2023

Programme Resources


How to Apply

If you would like to discuss or apply for an apprenticeship either for yourself, a member of staff or a vacancy for a new recruit, please complete the appropriate Training Hub Expression of Interest Form from the following options. This allows the apprenticeship team to complete basic pre-checks and to ensure the advice and guidance provided to you is tailored to your service. When relevant, application instructions (including tuition fee and funding instructions) will be sent.

Primary Care Online Expression of Interest Form. If you would like to discuss anything first, please email [email protected] or call Olivia on 07735161775

Social Care Online Expression of Interest Form. If you would like to discuss anything first, please email [email protected] or call Dawn on 07796 060023