Apprenticeship description

The Role of a Customer Service Practitioner

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. The 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. 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. They may be the first point of contact and work in any sector or organisation type.

Their actions will influence the customer experience and their satisfaction with your organisation. They will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  Providing service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.  

Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

 

Our Level 2 Customer Service Practitioner Apprenticeship is made up of the following components:

 

Core Competencies Within the Workplace

This apprenticeship consists of the knowledge, skills and behaviours that are required by someone in a customer service role needs in order to succeed.

Knowledge

The knowledge gained will provide the opportunity to improve delegates knowledge to do their job to the best of their abilities, legally and in line with company policies, looking at:

  • Knowing their customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Their role and responsibility
  • Customer experience
  • Product and service knowledge.

Skills

Transferrable skills will be gained to provide the confidence for the knowledge to be applied:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge.

Behaviours

Attitude and behaviours covered will provide the opportunity for delegates to learn how to take responsibility for personal and professional success:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time” – clarify and manage customer expectations.

Funding Qualifications:

Eligible and funded for post-16-year-olds can be found on the funding Hub. 

The Apprenticeship funding rules can be found at www.gov.uk

End Point Assessment – Information:

Once your progress has been assessed and you have met all the requirements for your apprenticeship, you will then be referred for your End Point Assessment (EPA). Knowledge, skills and behaviours will be tested by an independent End Point Assessor, who will be appointed by your employer.

The outcome of your EPA test will be graded either Pass/Merit/Distinction/Fail.

 

Functional Skills English Level 2

Functional Skills Maths Level 2

Level 2 Award Health & Safety in the workplace

First Aid at Work

Mental Health First Aid at Work

Duration

15 months including 3 months EPA period.

Entry requirements

Apprentices should have experience of working with customers in some capacity and have good interpersonal skills.

Typical job routes

Customer Service, Sales, Marketing and Procurement.

Qualifications

In addition to their apprenticeship, apprentices will achieve their Level 2 functional skills in English and Maths (prior to taking the end point assessment).

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