Customer Service Practitioner - Apprenticeship

Knowledge

• Understand who customers are
• Understand the difference between internal and external customers.
• Know the purpose of the business and what ‘brand promise’ means
• Know your organisation’s core values and how they link to the culture.
• Know the appropriate legislation and regulatory requirements that affect your business.
• Know your responsibility and how to apply it when delivering service.

Skills

• Demonstrate patience and calmness
• Show you undertsand the customer’s point of view
• Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
• Maintain informative communication during service recovery.directions.

Behaviours

• Treat customer as individuals to provide personalised customer service.
• Uphold the organisation’s core values and service culture
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations.
• Maintain informative communication during service recovery.

Qualification Completion of this apprenticeshipwill lead to eligibility to join the nstitute of Customer Service as an Individual member

Maths and English GCSE Grades 9 - 3; A* - E; Functional Skills Entry Level 3 or initial assessment results at Entry Level 3. Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions

End Point Assessment EPA

• Apprentice Showcase
• Practical Observation
• Professional Discussion

Level 3 Team Leader, Level 5 Management

15 Months

Induction One day induction to Apprenticeship programme, meeting with a Skills Coach and Delivery Plan agreed.

In College Weekly workshops and monthly work based session for the duration of Programme.

Assessment On programme assessments every 6-8 weeks, including progress reviews every 8-10 weeks.

Access learning materials 24/7 via Smart Assessor – your online learning environment