The role of a customer service practitioner is to deliver high quality products and services to the customers of an organisation, delivered from the workplace, digitally, or external visits. These may be 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.
WHAT WILL I LEARN?
You will develop your skills, knowledge and behaviours in the following areas:
Skills: 'Knowing your customers', 'understanding your organisation', 'meeting regulations and legislation', 'systems and resources', 'customer experience' and 'product & service'.
Knowledge: 'Interpersonal skills', 'communication', 'influencing skills', 'personal organisation' and 'dealing with customer conflict & challenge'.
Behaviours: 'Developing staff', 'being open to feedback', 'team working' and 'equality & presentation'.
HOW WILL I BE ASSESSED?
The learner will be assessed in the workplace by maintaining a portfolio of evidence and employer/training provider reviews. Prior to taking the end point assessment the employer must formally sign-off that the apprentice has met the minimum requirements in regards to knowledge, skills and behaviours.
The end point assessment will comprise an 'Apprentice showcase (65%)', 'Practical observation (20%)' and 'Professional Discussion (15%)'. You must also achieve Level 1 English and maths prior to taking the end point assessment.
WHAT CAN I DO NEXT?
You may be able to progress onto the Level 3 Business Administrator Apprenticeship.
IS THERE ANYTHING ELSE I NEED TO KNOW?
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Duration: 12 months
All Apprenticeships require an initial assessment, interview and employment in the industry. Level 2 applicants are required to hold a GCSE Grade 2 (formerly grade E) or above in Maths, English and ICT (or equivalent) or be prepared to work towards Maths, English and ICT Level 1 Functional Skills.