Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers' needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2. All training will take place in the workplace with visits conducted by a subject specialist Skills Coach to support.

More training information

Although training will predominantly take place in the workplace, apprentices will be able to utilise student facilities at either of Stoke-on-Trent College's campuses (Burslem and Cauldon).

Requirements

Desirable qualifications

• GCSE in: English (grade Grade C/4 or above)
• Maths (grade Grade C/4 or above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Team working
• Confident

Other requirements

Candidates may need to undertake a DBS check.

About this employer

NBe was established with the focus on delivering the very best service to businesses for their insurance needs, by forging strong relationships with insurers and having experienced staff that are customer-centric.

NBe Brokers was set up by Shaun Hollins and Phil Warburton, who have had careers in the insurance industry spanning over 30 years working with some of the best insurers in the market. To ensure we can always offer tailored support, we have compiled a team of insurance professionals, that we have handpicked for their high service standards and insurance expertise.

Community is very close to our hearts. Since we opened our office in Newcastle-Under-Lyme in 2022, we have been on a mission to become the destination for insurance services in Staffordshire and the UK. The local community have embraced us – and we are always looking for ways to return that support, from fundraising for local good causes, to participating in community activities.

https://nbe-brokers.co.uk/

Company benefits

• 25 days annual leave + bank holidays
• Provided with company clothing

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay.

The right candidate will be able to stay with the company as a permanent member of staff following completion of the apprenticeship. Further opportunities may arise to move into different departments and progress as the company grows.

Ask a question

The contact for this apprenticeship is:

STOKE ON TRENT COLLEGE

The reference code for this apprenticeship is VAC2000056618.

Apply now

Closes in 28 days (Friday 30 October 2026 at 11:59pm)