Course overviewThe topics you will cover whilst training include:
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.
Typical job roles include:
Customer Service Apprentices may be the first point of contact and will work in a range of roles including Customer Service Assistants and Representatives/Agents.
What else do I need to know?On an apprenticeship programme you usually will work for a minimum of 30 hours a week for the employer and then have one day a week at college or designated time in the workplace.
Some job roles will require a DBS before starting, you will be advised at interview stage if this is required.
Whilst you are on an apprenticeship your employer pays you a salary, this includes all off the job training.
What are the entry requirements?
Candidates need a minimum of four GCSEs grade A-C or grade 4 and above and in math’s & English. If you do not have a suitable math’s and English or IT qualification, you will complete initial assessments to identify if you can achieve Functional Skills at level 1
How is it assessed?
Where the apprentice has not already achieved Level 1 English and Math’s, they must do so before taking the end-point assessment.
The End Point Assessment includes:
• Practical observation
• Apprentice showcase
• professional discussion
What financial support is on offer?
What can I do next?
How do I find out more?
Accounting, Business, Computing & Travel
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