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What you will study
Knowledge -Business strategy/processes in relation to your customers and your organisation -Continuous improvement -Leadership styles -Customer experience and challenges to its success -Understanding internal and external customer behaviour -Understand what drives loyalty, retention and satisfaction
Skills -Analysing information to provide customer insight -Legislation, regulations and industry best practice -Approaches to negotiating and resolving complex problems -Gathering customer feedback -Finding solutions that work for the customer and company
Behaviours -Developing self -Ownership and responsibility -Working in a team -Equality – treating customers as individuals -Demonstrating brand advocacy, values and belief -Proactive and flexible towards needs of the customer
Qualification
- Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member
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Entry Requirements
Maths and English GCSE Grades 9 - 2; A* - E; Functional Skills Level 2 or initial assessment results at Level 1. Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions.
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Assessment
To complete the apprenticeship, apprentices will be expected to complete:
- Work-based Project (written report) supported by an interview
- Practical Observation with Q and As
- Professional Discussion (supported by a portfolio of evidence)
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Moving Forward
Level 3 Team Leader, Level 5 Management
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Duration
18 Months
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Delivery
Induction One day induction to Apprenticeship programme, meeting with a Skills Coach and Delivery Plan agreed.
In College One classroom session a week for the duration of Programme.
Assessment On programme assessments every 6-8 weeks, including progress reviews every 8-10 weeks.
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Benefits
Access learning materials 24/7 via Smart Assessor – your online learning environment
