Apprenticeships

Apprenticeship in Customer Service

Customer Service Practitioner ST0072

Level: Level 2

Duration: 12 months

Course Dates: Ongoing

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

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Entry Requirements

  • Individual employers will identify entry requirements in terms of previous qualifications, training or other criteria.
  • Candidates require Level 1 Maths and English (equivalent to GCSE grade 3 or above) or other comparable qualifications. 

 

Customer Service Specialist ST0071

Level: Level 3

Duration: 15 months

Course Dates: Ongoing

 

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

 

Entry Requirements

·        Advanced inter-personal skills

·        Experience of working with customers in some capacity

·        Candidates require Level 2 Maths and English (equivalent to GCSE grade 4 or above) or other comparable qualifications

 

 

Possible Job Roles

Customer Support Specialist, Tourism Officer, Business Development/Sales Executive, Personal Banker, Legal Secretary, Hotel Receptionist, Careers Advisor, Service Administrator, Public Relations Representative

To express your interest in any of these programmes, please use the  'Register my Interest'  button below.

Employers

If you are an employer interested in apprenticeships or to advertise a vacancy, please contact the team on 01228 822708 or email apprenticeships@carlisle.ac.uk. Alternatively, to find out more about Apprenticeships, please visit www.carlisle.ac.uk/employers

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