Customer Service Practitioner, Apprenticeship

Customer Service Practitioner, Apprenticeship

This apprenticeship is designed to provide you with the necessary skills and knowledge to excel in the field of customer service. You will learn how to effectively communicate with customers, resolve issues, and provide exceptional service. You will gain an understanding of customer needs and expectations, learning how to handle various situations and deliver solutions.

The apprenticeship focuses on the development of essential skills such as active listening, problem-solving, and teamwork, enabling you to become proficient in providing outstanding customer experiences. On completion of your apprenticeship, you will be ready to embark on a rewarding career in the customer service industry.

An apprenticeship in customer service is an excellent starting point for anyone interested in pursuing a career in this field. It provides a unique opportunity to acquire industry-specific qualifications and valuable hands-on experience while earning a salary.

You’ll have the chance to work closely with experienced professionals in the customer service industry, meaning you’ll gain practical skills that make you highly employable and give you a head start in your career.

When you study with us you will automatically join our Business Career Excellence Hub, which is endorsed by leading employers who are actively involved throughout your whole training programme.

Through guest lectures, company visits, work experience and recruitment events, you will have unrivalled access to potential employers – that means invaluable industry insight and numerous networking opportunities.

You’ll study in purpose-built classrooms, designed to enhance your learning experience, and you’ll benefit from a wide range of facilities including our new boardroom and business suite.

Your mentors will be experienced tutors and assessors who have worked in reputable firms and run their own businesses. They will guide you through your study programme and placement, and ensure you’re fully prepared for your next steps after college.

What Does This Course Invole

You will spend most of your week working in a customer service role – providing a high-quality service in the workplace, digitally, or in the customers’ localities. You will also come to college occasionally to build on your work-based learning.

This Level 2 Customer Service Apprenticeship covers a range of topics, such as delivering reliable customer service, resolving customer service problems, and developing personal performance.

As part of the programme, you will undertake the new retail team leader apprenticeship standard and work towards developing your skills and knowledge in preparation for the end-point assessment.

Skills an apprentice will learn:

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

• Depending on your job role and work environment:

• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

• Demonstrate patience and calmness.

• Show you understand the customer’s point of view.

• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

• Maintain informative communication during service recovery.

Assessment Method

We’ll assess your practical skills and workplace performance. Your personal assessor will also visit you at work to review your progress towards the qualifications. The end-point assessment will consist of three elements – apprentice showcase, practical observation, and professional discussion.

All assessments need to be passed and each will directly assess the knowledge, skills and behaviours of the apprenticeship standard.

Future Opportunities

After this programme, you could progress to an advanced apprenticeship in customer service or a Level 3 business-related programme.

Entry Requirements

You don’t need any formal qualifications to enrol on this apprenticeship, but you will be assessed to ensure you can complete the English and maths qualification to at least Level 1. To be an apprentice, you will need to find a suitable employer.