Customer Service Practicioner Apprenticeship

Duration

12-15 months

 

Role 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.

 

Typical Job Roles

Customer service assistant, Assistant account manager, Client Services Representative, Customer Care representative

 

How is the Customer Service standard structured?

This standard is made up of skills, knowledge and behaviours. Over the period of the apprenticeship it is expected that you are able to meet all of the standards within these three groups.

 

Knowledge

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

 

Skills

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

 

Behaviours

Developing self
Being open to feedback
Team working
Equality – treating all customers as individuals
Presentation – dress code, professional language
“Right first time”

 

Qualifications

City and Guilds Level 2 Diploma in Business Administration
Development of Functional Skills Level 2 English and Mathematics