Course Details

Course Duration: 12 months (not including EPA period)

Delivery method: Regular workplace visits from our assessors. Access to an online portfolio.

Assessment methods: A combination of observations, assessments, professional discussions, written and oral questioning, online and paper-based tests and portfolio evidence gathering. A final End Point Assessment.

Entry requirements: No prior experience is required; however, learners must be working in a customer service role. Entry will be based on initial assessments and an interview.

Apprentices without level 1 English and Maths (or equivalent) will need to achieve this level and apprentices without level 2 English and Maths (or equivalent) will need to take the tests for this level prior to taking the end-point assessment. This will be incorporated into your Apprenticeship.

Apprenticeship Profile

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.

Topics Covered

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge

Skills Developed

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