Approx. duration: 15 months
Start Date: Anytime
Attendance: All assessment and training is undertaken in the workplace
Entry requirements:
- Individual employers will set their selection criteria for applicants
- Apprentices need to be employed for a minimum of 30 hours a week and have a contract of employment
- Entry into the Apprenticeship is subject to a thorough skills scan assessment to clarify course suitability
- Entry onto the Apprenticeship is subject to 4 GCSEs grades 9-1/A-G including Maths and English or Functional Skills Level 1
- Apprentices aged 16-18 years are subject to the mandatory requirement to study towards and achieve English and Maths Functional Skills at Level 2 where the Apprentice only holds the level 1 qualifications (GCSE grades D-G/3-1)
- Following the updated ESFA Apprenticeship rules, from 11th February 2025. Apprentices who begin their apprenticeship training when aged 19+ will no longer be subject to this mandatory requirement. It is now the decision of the apprentice and their employer at the start of their apprenticeship to choose to study towards a Maths and English qualification
On-programme learning:
- Customer Service Practitioner Standard
- English and Maths (if required) Level 2
Progression:
Apprentices successfully completing this Apprenticeship have opportunities to progress within the industry by continuing onto the Team leader/Supervisor Level 3 Apprenticeship or other suitable courses.
Course Summary:
As a Customer Service Practitioner, your role is to provide exceptional products and services to both internal and external customers of your organisation. Your primary responsibility will be to ensure the delivery of top-quality service, whether it be from the workplace, digitally, or by engaging directly with customers in the local area.
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 serve as the initial point of contact and work across various sectors or types of organisations. Your actions will play a key role in shaping the customer experience and their overall satisfaction with your organisation. You will showcase outstanding customer service skills and behaviours, along with a strong knowledge of the products and/or services you deliver. Your service will align with the organisation’s customer service standards, strategy, and relevant regulatory requirements.