The role of a customer service practitioner is to deliver high quality products and services to their organisation’s clients, be it in the workplace, digitally (including over email or social media) or by going out to see the customer.
DurationThe role of a customer service practitioner is to deliver high quality products and services to their organisation’s clients, be it in the workplace, digitally (including over email or social media) or by going out to see the customer.
Your role will include dealing with orders, payments, offering advice, guidance and support, fixing problems and gaining insight through measuring customer satisfaction. You can work in any sector or organisation type.
As a customer service practitioner you may be the first point of contact for the client. Your actions will influence their experience and satisfaction with your organisation, so you will have to demonstrate excellent customer service skills and have in-depth product/service knowledge. Your services must also be provided in line with the organisation’s standards and strategy, and within appropriate regulatory requirements.
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 organisation’s customer service standards and strategy and within appropriate regulatory requirements.
Entry requirements
A minimum of maths and English GCSE grade 3/D or equivalent or the ability to achieve a Level 1 functional skill.
You must achieve Level 1 English and maths prior to taking the final assessment.
Learners with an EHCP will be reviewed on an individual basis
What will I learn?
You’ll learn how to provide customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.
Work Experience
The apprenticeship is work experience based, so this will depend on the employment contract you agree to.
Modules
You will study a wide range of modules, including units based around the following areas:
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Customer experience
Product and service knowledge
Interpersonal skills
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge
Developing self
Being open to feedback
Team working
Equality – treating all customers as individuals
Presentation – dress code, professional language
“Right first time”
Assessment
You’ll be assessed by:
Portfolio of evidence
Practical observation
Professional discussion
N.B. 20% of the training must be off the job training – details of the elements included in the 20% off the job training are available on request.
Career and Progression
Once you’ve completed this apprenticeship, you can go on to further training, including:
Level 3 Customer Service
Level 2 Team Leading and Supervisor
Level 3 CMI Management
The qualification could lead to further career opportunities in:
Customer Relations
Customer Service Manager
Co-ordinator
Customer Service Team Leader
What we do differently
Our approach to education is to empower you to become who you want to be. Our courses are designed for those looking to take a different path to achieve their ambitions. We will encourage you
to go further in your studies and will support you to gain the skills and confidence you need.
We focus on our students
Our student-focused approach means we treat each student as an individual. We take the time to understand your motivations and needs, and tailor your learning experience to suit them.
Our courses are taught by experienced, qualified teachers, in a safe, friendly environment for all students. Small class sizes mean we can provide you with the time and attention you deserve to support you throughout your studies.
We offer you the opportunity to expand your skills, in preparation for further or higher levels of study, through enrichment and other opportunities.
Our mission
Our mission is simple. We want you to be who you want to be and to gain the skills you need to progress onto higher education, training or work. It is a mantra which has defined how we approach the teaching and learning of our students.
We believe in providing a creative and supportive environment to cater to your individual learning needs, and we give you a wealth of employability and enrichment opportunities to ensure you have the expertise required for your CV.
We collaborate with leading industry experts and local businesses to ensure our programmes provide the teaching, skills and learning opportunities you need for your future.
We welcome you whether you are aged 16 –18, 19+ or still at school and looking to discover more about your future options. It is also the reason why Nacro Education and Skills provision, including Totton College, has been graded ‘Good’ by Ofsted in 2024. We hold the Matrix standard for careers education and have received the Incyte platinum award for safeguarding.
For those looking to progress in your existing career, or for those who are ready to take on a new challenge, we have a fantastic range of professional and part-time courses. In addition, our apprenticeship programmes allow new and existing employees to obtain their desired qualifications while working.
We are part of the Nacro, a social justice charity committed to serving the needs of the local communities in which we work. Our ambition is to ensure every student has a positive experience at Totton College, which will enable them to develop confidence and self-esteem, gain the skills, qualities and qualifications that learners need and employers want, now and in the future.
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