This Apprenticeship leads to a career in customer service. A Customer Service Practitioner provides customer service products and services for businesses and other organisations, including face-to-face, telephone, digital and written contact and communications; customer service practitioners’ main responsibility is to provide a high-quality service to customers, which will be delivered from the workplace, digitally, or through the customer’s locality. 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, aftercare, service recovery or gaining insight through measuring customer satisfaction. Providing customer interactions and offering a wide range of situations can be face-to-face, telephone, post, email, text and social media.

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Student working on computer
  • What you will study

    Knowledge

    • Understand who customers are
    • Understand the difference between internal and external customers.
    • Know the purpose of the business and what ‘brand promise’ means
    • Know your organisation’s core values and how they link to the culture.
    • Know the appropriate legislation and regulatory requirements that affect your business.
    • Know your responsibility and how to apply it when delivering service.

    Skills

    • Demonstrate patience and calmness
    • Show you undertsand the customer’s point of view
    • Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
    • Maintain informative communication during service recovery.directions.

    Behaviours

    • Treat customer as individuals to provide personalised customer service.
    • Uphold the organisation’s core values and service culture
    • Demonstrate patience and calmness.
    • Show you understand the customer’s point of view.
    • Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations.
    • Maintain informative communication during service recovery.

    Qualification Completion of this apprenticeshipwill lead to eligibility to join the nstitute of Customer Service as an Individual member

  • Entry Requirements

    Maths and English GCSE Grades 9 - 3; A* - E; Functional Skills Entry Level 3 or initial assessment results at Entry Level 3. Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions

  • Assessment

    End Point Assessment EPA

    • Apprentice Showcase
    • Practical Observation
    • Professional Discussion
  • Moving Forward

    Level 3 Team Leader, Level 5 Management

  • Duration

    15 Months

  • Delivery

    Induction One day induction to Apprenticeship programme, meeting with a Skills Coach and Delivery Plan agreed.

    In College Weekly workshops and monthly work based session for the duration of Programme.

    Assessment On programme assessments every 6-8 weeks, including progress reviews every 8-10 weeks.

  • Benefits

    Access learning materials 24/7 via Smart Assessor – your online learning environment

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Student Support

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Financial Support

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Term Dates

Key term dates and opening times