Duration
12 Months
Programme Overview
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.
Roles this programme is suited to:
Key learning outcomes:
Delivery
Learners will attend regular sessions with their trainer, this will be face to face, online (remote) and learners will have access to a range of training resources. Their assessor will also arrange a one-to-one session that will guide them through the apprenticeship and prepare them for their End Point Assessment.
Learners will have reviews of their progress that will take place every 10-12 weeks, which will be supported by the line manager and trainer.
Additional workshops will take place throughout the year to support with additional support needs and the 20% Off Job Training.
Commitment
20% of the learners contracted hours must be given to support the completion of the apprenticeship. Trainer led sessions are a mandatory part of the apprenticeship along with other learning activities.
Maths and End English may need to undertake Maths and English in addition to their main apprenticeship, this is dependant on their previous attainment. It is likely that the apprentice will be required to undertake research, reading and write ups to support their learning.
The apprenticeship requires that 100% commitment from the learner and employer to ensure successful completion.
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