Customer Service Practitioner Apprenticeship

25869O0/P | Off Site
Start Date | 01/08/2024
Time/Day |

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
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What will I study?

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'.

How will I be assessed?

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

What qualifications do I need?

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.

What can I progress onto?

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.

Other Information

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

Course Fees

16-18 Year Olds 19+ year olds Free for eligible learners? Is Loan Available?
No No
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Call and Contact Centre Occupations

Call and contact centre occupations receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Requirements: Level 3 NVQ; A Levels

Opportunities

5.11%
RISE in employment in 5 years

What could you earn

£11,816
Entry
£23,366
Median
£37,854
Potential

Typical Tasks

  • Arranges for field staff to visit the caller if further assistance is required.
  • Maintains details of calls received, the action taken as a result of a call and updates customer database as required.
  • Advises on services available and sells additional products or services.
  • Informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary.
  • Interviews caller to establish the nature of any complaint or the requirements of the client.
  • Answers incoming telephone calls from existing or prospective customers.

Knowledge

Customer and Personal Service Clerical Computers and Electronics English Language Mathematics

Skills

Active Listening Reading Comprehension Monitoring Active Learning Critical Thinking Learning Strategies Speaking Writing
Apply Now for Customer Service Practitioner Apprenticeship

Communication Operators

Communication operators operate telecoms equipment to transmit and receive signals and messages.

Requirements: Level 2 NVQ; GCSE at grades A*-C

Opportunities

1.68%
RISE in employment in 5 years

What could you earn

£11,129
Entry
£29,865
Median
£48,463
Potential

Typical Tasks

  • Receives and handles incoming calls for emergency services, transmitting to the appropriate services.
  • Performs routine tests and maintenance on equipment and reports faults.
  • Keeps record of messages sent and received.
  • Uses a teleprinter or telex keyboard to transmit messages to other teleprinters or telexes.
  • Tunes transmitter to required channel or wavelength and relays or receives message to/ from person or vehicle.
  • Receives messages, weather reports and other material to transmit.

Knowledge

Customer and Personal Service Computers and Electronics Public Safety and Security English Language Communications and Media Clerical Telecommunications Administration and Management

Skills

Active Listening Monitoring Critical Thinking Speaking Active Learning Reading Comprehension Learning Strategies Writing Mathematics
Apply Now for Customer Service Practitioner Apprenticeship

Market Research Interviewers

Market research interviewers conduct interviews to collect information on the opinions and preferences of consumers, businesses, the electorate and other selected groups.

Requirements: Level 2 NVQ; GCSE at grades A*-C

Opportunities

5.4%
RISE in employment in 5 years

What could you earn

£9,025
Entry
£23,325
Median
£37,520
Potential

Typical Tasks

  • Collates and reviews information collected and compiles reports to pass back to the organisation/individual commissioning the market research.
  • Collects questionnaires, diaries, and other research materials left with interviewees and conducts follow-up interviews.
  • Records progress of interviews by noting answers, completing questionnaires, making audio or visual recordings or inputting responses into a computer.
  • Approaches members of the public, individuals, households and organisations to arrange and conduct face-to-face interviews, telephone interviews, focus groups, panel interviews etc..

Knowledge

Customer and Personal Service English Language Administration and Management Education and Training Clerical

Skills

Active Listening Speaking Reading Comprehension Critical Thinking Writing Learning Strategies Monitoring
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Customer Service Occupations

Job holders in this unit group perform a variety of customer service occupations

Requirements: Level 2 NVQ; GCSE at grades A*-C

Opportunities

4.23%
RISE in employment in 5 years

What could you earn

£7,863
Entry
£20,896
Median
£33,893
Potential

Typical Tasks

  • Informs customers of special promotions and new product launches.
  • Addresses customer complaints and problems.
  • Follows up clients to ensure their satisfaction with a product or service and to gain renewal of customer service agreements.
  • Makes reservations, books tickets, organises insurance policies on behalf of customers.
  • Discusses pricing processes with clients, agrees payment arrangements and handles customer accounts.
  • Receives enquiries from potential and existing clients, discusses requirements, and recommends products or services.
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Customer Service Supervisors

Customer service supervisors oversee operations and directly supervise and coordinate the activities of a customer services team dealing with the responses, complaints or further requirements of purchasers and users of a product or service.

Requirements: Level 3 NVQ; A Levels

Opportunities

4.81%
RISE in employment in 5 years

What could you earn

£14,618
Entry
£29,337
Median
£51,028
Potential

Typical Tasks

  • Discusses customer responses with managers with a view to improving the product or service provided and to resolve operational problems.
  • Establishes and monitors work schedules to meet the organisation's requirements.
  • Develops and plans training for their teams.
  • Liaises with clients and handles more complicated or sensitive complaints and queries.
  • Directly supervises and coordinates the activities of a help and advisory services to provide support for customers and users.

Knowledge

Customer and Personal Service Education and Training Administration and Management English Language Clerical Mathematics Personnel and Human Resources

Skills

Monitoring Active Listening Speaking Critical Thinking Reading Comprehension Learning Strategies Active Learning Writing Mathematics
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Course fees shown are per annum for University Centre courses. Courses lasting longer than one year, fees will be payable per year.

All other courses show the total fees payable for the course.

If you need advice on any financial support that may be available to you, please contact us on applications@wigan-leigh.ac.uk or phone 01942 761111

Wigan & Leigh College endeavours to ensure that the information provided on the website is accurate. All courses are offered subject to student numbers and the College reserves the right to amend, withdraw or amalgamate any of the courses, fees, services, locations or facilities described at any time. The College cannot accept liability arising out of such changes or connected to such changes, however it will undertake to minimise disruption to students.