Business & Accounting
Customer Service Practitioner Apprenticeship
Is this course for me?
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 customers 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 organisations 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. Information from Institute for Apprenticeship and Technical Education 2021
In this apprenticeship you will be learning the knowledge, skills and behaviours to be successful in your chosen role, these include: Knowledge & Skills: Knowing your customers, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience, product service and knowledge, interpersonal skills, communication, influencing skills, personal organisation, dealing with customer conflict and challenge. Behaviours: Developing self, being open to feedback, team working, equality - treating all customers and individuals, presentation - dress code, professional language and 'right first time'.
All apprentices now complete an end-point assessment to complete their qualification. This is delivered by an independent end-point assessment organisation with no affiliation to the employer or training provider. This is a national requirement and endpoint assessments are carried out by a third party assessor. End point assessments use a variety of assessment methods depending on the apprenticeship standard these can include:Professional Discussions. Interviews. Showcase portfolios. Practical assessment of skill. Theory assessments. Assignments and more
Employers are looking for apprentices who have GCSE Maths and English at Grade 4. Level 2 - A minimum of 5 GCSEs, graded 9-3 or equivalent, including Maths or English. Level 3 - 6 - A minimum of 5 GCSEs, graded 9-4 or equivalent, including Maths or English.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. This apprenticeship also provides progression routes to level 3 apprenticeships.
If you don't currently have an employer and would like to undertake an apprenticeship, take a look at our vacancies at www.wigan-leigh.ac.uk/Apprenticeship-Vacancies
Students aged 16-18 do not pay exam fees.
