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Level 2 Customer Service Practitioner

Duration: 12-15 months​

Venue: PfP Thrive Academy, Derby​

Who it's for: Apprentices new to the sector who are starting a career in Customer service, providing them with the skills to excel and progress in their role.

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How it works

This programme typically consists of a mixture of block-release, one-day workshops, and virtual learning. It can occur at our Learning Suite in our Thrive Academy in Derby or on your premises. We'll work with you to determine the details so that your apprentices get the experience they need to be high performers in their job.

Regardless of the approach, all apprentices will have up to 12 virtual 121s with one of our skills coaches, which will be further enhanced with quarter progress meetings with their Manager or Mentor. They can also access some of our virtual learning content for free during the programme.​

All of this will count towards their off-the-job learning. But this will be supplemented via activities such as:​

  • 121s with their manager and/or mentor
  • Call listening, feedback and coaching sessions​
  • Attending team meetings and keeping up to date with business communications​
  • Any mandatory learning your business offers, such as health and safety, and data protection training.​

Our Skills Coaches will provide guidance and advice on what can be included and how to record the learning to maximise opportunities and efficiencies.​

What it will cover

Topics will include:​

  • Knowing and understanding the organisation​
  • Knowing and understanding products and services​
  • Knowing your Customers ​
  • Customer experience and excellence​
  • Dealing with Customer conflict and challenge​
  • Self development e.g. organisation and communication skills.

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Find out how we can help your organisation

Our suite of training includes Apprenticeships, Technical and Future Skills and Organisational Development solutions tailored to the needs of your business.

If you're looking for an apprenticeship for yourself then please visit our Early Careers section.

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