Customer Service Practicioner
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Duration: 12 months
Location: Southwest
ApprenticeshipLevel: Level 22
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Overview of the Role
Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.
Details of the Standard
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.
Entry Requirements
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills, experience of working with customers in some capacity.
English and Maths
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Curriculum Overview
Knowing your customers - Understanding the organisation - Meeting regulations and legislation - Systems and resources - Customer experience - Product and service knowledge - Communication skills - Dealing with customer conflict and challenge - Team work - Feedback.
Delivery & Readiness
Onboarding includes initial and detailed assessment with sector specialist. Regular meetings are flexible and delivered through blended learning approaches, via a mix of face to face and remote delivery. With tri party progress reviews (learner, employer & tutor) and Tri party gateway review prior to end assessment.
Summary of End-Point-Assessment
Apprentice showcase, Observation, discussion.
Grades Available: Fail, Pass, Distinction
Progression
Customer service specialist LV3