Customer Service Practitioners play a vital role as the first point of contact for your clients across all sectors. They provide a high-quality service to customers, be this in the workplace, digitally or meeting external customers face-to-face.
Customer Service Practitioners are key to influencing the customer experience and their satisfaction with your organisation. They will interact with your customers across a wide variety of situations and platforms (via telephone, email, social media, post, text and in person) and in line with the organisation’s customer service standards/strategy and appropriate regulatory requirements.
The will 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. Whatever the task in hand, a Customer Service Practitioner will demonstrate excellent customer service skills and behaviours as well as comprehensive product and/or service knowledge when delivering to your customers.
Duration – 12-15 months
Study mode/frequency – Regular attendance on bespoke virtual learning environment and face-to-face meetings planned in with a dedicated tutor
Qualification – Upon completion the apprentice will receive: Customer Service Level 2 qualification
Knowledge and Skills
- Understanding the organisation
- Knowing your customers
- Customer experience
- Meeting regulations and legislation
- Systems and resources
- Product and service knowledge
- Influencing skills
- Personal organisation and responsibility
- Dealing with customer conflict and challenge
- Developing self
- Being open to feedback
- Working in a team
- Equality – treating customers as individuals
- “Right first time” attitude
Functional Skills – Required to work towards Level 2 in maths and English, unless exempt with recognised prior learning.
Assessment – End point assessment which may include: test of knowledge; competency based interview; assessment of evidence; presentation & questioning and a professional discussion.