Customer Service Practitioner Apprenticeship

More about the course

Are you passionate about working with customers? Do you want to forge a career in customer service?

This Customer Service Practitioner apprenticeship will support you in delivering high quality service to customers, including one-off or routine contacts, dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, aftercare, service recovery and gaining insight through measuring customer satisfaction.

You will develop excellent customer service skills and behaviours, as well as product and/or service knowledge. You will provide service in line with your employer's customer service standards and strategy, and appropriate regulatory requirements.

Entry requirements

Candidates require Level 1 Maths and English (equivalent to GCSE grade 3 (D) or above).

or  

Other comparable qualification.
Employers may set their own additional entry requirements specific to their own organisational needs.

Please note that entry requirements and course offer can be subject to change at any time and therefore we’d recommend contacting us to discuss your circumstances.

What will I achieve?

Upon successful completion of this course you will achieve a Level 2 Customer Service Practitioner Apprenticeship Standard

What will I learn?

Understanding the organisation - purpose of a business and what is a brand promise. Organisation’s core values and the service culture. Internal policies & procedures and digital media policies. Legislation and regulatory requirements that affect your business

Meeting regulations and legislation - Know the appropriate legislation and regulatory requirements. Your responsibility in relation to this and how to apply it when
delivering service.

Systems and resources - how to use systems, equipment and technology to meet the
needs of your customers. Types of measurement and evaluation tools available to monitor
customer service levels.

Product and service knowledge - products or services that are available from your organisation and keep up to date.

Influencing skills - Provide clear explanations and offer options in order to help customers make choice that are mutually beneficial to both the customer and your organisation.

Personal organisation - Provide clear explanations and offer options in order to help
customers make choices that are mutually beneficial to both the customer and your organisation.

Dealing with customer conflict and challenge - Demonstrate patience and calmness. Show you understand the customer’s point of view. Use appropriate signposting or resolution
to meet your customers’ needs and manage expectations Maintain informative communication during service recovery.

Developing self - Take ownership for time keeping, your service knowledge and skills
up to date. Consider personal goals and propose development that would help achieve them.

Being open to feedback - Act on and seek feedback from others to develop or maintain
personal service skills and knowledge.

Team working - Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Share personal learning and case studies with
others, presenting recommendations, and improvement to support good practice. Frequently and consistently communicate and work with others in the interest of helping
customers efficiently. Share personal learning and case studies with others, presenting
recommendations, and improvement to support good practice.

How is the course taught?

Group work
Portfolio workshops
Theory sessions

How am I assessed?

Progress reviews including employer and College representative
Feedback on evidence assignments
Mock observation
Mock professional discussion
End point assessment
- Knowledge based exam
- Showcase of evidence
- Professional discussion/interview

Where can I progress?

Successful completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

English and maths

Individuals who have not yet achieved a Level 2 in English and/or Maths will be taught this alongside their course to work towards achieving their Level 2, enabling you to progress your career in the future.

For those who have achieved their Maths & English at Level 2, these skills are embedded within course content.

Apprenticeship pay

Your employer will pay you Apprenticeship National Minimum Wage as a minimum, in line with national minimum wage regulations. Your rate of pay will be agreed with your employer.