Level 2 Customer Service Practitioner


The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.


As a customer service practitioner you may have one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Key FactsSubject AreasWhat could this qualification lead to?
  • Taught Blended Workshops
  • Named Assessor
  • Assessment of practice
  • Portfolio of evidence produced
  • Dedicated resources
  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and
    legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience

This qualification allows candidates to progress into employment or to the following apprenticeship standards:

  • Level 3 Business Administrator.
  • Level 3 Team Leader/Supervisor.

 

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Level 2 Diploma in Care


Level 2 will suit you if you are a care worker or want to get your first care job.


If you’re already working in care, you probably work mainly under supervision. You may want to increase your skills and take on more responsibility.

A Diploma in Health and Social Care is flexible to suit all fields of health and social care. Learners can select a pathway that suits their role – for example, working with people with a learning disability or people with dementia.

This is the main qualification required by the Care Quality Commission in England and the Care Councils in Wales and Northern Ireland.

These are the personal attributes and behaviours expected of all Adult Care Workers carrying out their roles:

  • Care – is caring consistently and enough about individuals to make a positive difference to their lives
  • Compassion – is delivering care and support with kindness, consideration, dignity and respect
  • Courage – is doing the right thing for people and speaking up if the individual they support is at risk
  • Communication – good communication is central to successful caring relationships and effective team working
  • Competence – is applying knowledge and skills to provide high quality care and support
  • Commitment – to improving the experience of people who need care and support ensuring it is person centred
Key FactsSubject AreasWhat could this qualification lead to?

  • Taught sessions
  • Strong tutorial support
  • Practice assessment
  • Portfolio of evidence produced
  • Range of assessment methods
  • End Assessment
  • Enhanced Disclosure and Barring Service process required (DBS)
  • The Care Certificate must be achieved as part of the Apprenticeship Standard

  • Introduction to communication in health, social care or children’s and young people’s settings
  • Introduction to personal development in health, social care or children’s and young people’s settings
  • Introduction to equality and inclusion in health, social care or children’s and young people’s settings
  • Principles of safeguarding and protection in health and social care
  • The role of the health and social care worker
  • Implement person-centred approaches in health and social care
  • Contribute to health and safety in health and social care
  • Handle information in health and social care settings
  • Introduction to duty of care in health, social care or children’s and young people’s settings.

This qualification can help you succeed in a wide range of healthcare settings, such as:

  • Residential care
  • Community and primary care
  • Acute health environments (eg hospitals)
  • Domiciliary services (home care / home help)
  • Supported living projects
  • Community-based care
  • Private care for a person or family.

This qualification also allows candidates to progress to the following City & Guilds qualifications:

  • Level 3 Diploma.


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Level 2 Diploma in Healthcare – Health Care Support Worker


The Level 2 Diploma in Healthcare Support is an occupational qualification for learners who work in Healthcare Support roles in England.


This qualification consists of mandatory units covering knowledge and skills competencies with optional specialisms which can be combined in flexible ways to reflect the real working context of different learners.

Healthcare support workers (HCSWs) work as part of a team providing high quality and compassionate care to individuals.    HCSWs address straightforward problems in day-to-day work, reporting concerns and changes to the appropriate person in a timely manner. They report to a registered Healthcare Practitioner who will directly or indirectly supervise their work.

HCSWs work in a range of healthcare settings and their team may include workers from both health and social care.

Pathways include:

Clinical healthcare support, Healthcare support, Healthcare support service, Allied Health profession, Perioperative support.

Key FactsSubject AreasWhat could this qualification lead to?

  • Workshops
  • 1:1 Sessions
  • Strong assessor support
  • Practice assessment
  • Portfolio of evidence produced
  • Range of assessment methods
  • Access to VLE
  • End Point Assessment

  • Person centred approaches
  • Communication
  • Duty of care in health
  • Personal development
  • Equality and inclusion in health
  • Values and behaviours
  • Prevention and control of infection
  • Handling information
  • Mental health and wellbeing

  • This qualification allows candidates to learn, develop and demonstrate the skills and knowledge required for employment and/or career progression in Healthcare.
  • Opportunities may also be available to progress to an apprenticeship at level 3 such as the Senior Healthcare Support Worker


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Level 2 Adult Care Worker


The Adult Care Worker Standard will suit you if you are a care worker or want to get your first care job.


If you’re already working in care, you probably work mainly under supervision. You may want to increase your skills and take on more responsibility.

The Adult Care Worker Standard is flexible to suit all fields of health and social care. Learners can select optional units that suit their role – for example, working with people with a learning disability or people with dementia.

This is the main qualification required by the Care Quality Commission in England and the Care Councils in Wales and Northern Ireland.

These are the personal attributes and behaviours expected of all Adult Care Workers carrying out their roles:

  • Care – is caring consistently and enough about individuals to make a positive difference to their lives
  • Compassion – is delivering care and support with kindness, consideration, dignity and respect
  • Courage – is doing the right thing for people and speaking up if the individual they support is at risk
  • Communication – good communication is central to successful caring relationships and effective team working
  • Competence – is applying knowledge and skills to provide high quality care and support
  • Commitment – to improving the experience of people who need care and support ensuring it is person centred
Key FactsSubject AreasWhat could this qualification lead to?

  • Taught sessions
  • Strong tutorial support
  • Practice assessment
  • Portfolio of evidence produced
  • Range of assessment methods
  • End Point Assessment
  • Enhanced Disclosure and Barring Service process required (DBS)
  • The Care Certificate must be achieved as part of the Apprenticeship Standard

  • Introduction to communication in health, social care or children’s and young people’s settings
  • Introduction to personal development in health, social care or children’s and young people’s settings
  • Introduction to equality and inclusion in health, social care or children’s and young people’s settings
  • Principles of safeguarding and protection in health and social care
  • The role of the health and social care worker
  • Implement person-centred approaches in health and social care
  • Contribute to health and safety in health and social care
  • Handle information in health and social care settings
  • Introduction to duty of care in health, social care or children’s and young people’s settings.

This qualification can help you succeed in a wide range of healthcare settings, such as:

  • Residential care
  • Community and primary care
  • Acute health environments (eg hospitals)
  • Domiciliary services (home care / home help)
  • Supported living projects
  • Community-based care
  • Private care for a person or family.

This qualification also allows candidates to progress to the following City & Guilds qualifications:

  • Level 3 Diploma.


Apply for this course  FAQ  Apprenticeship Options