Activities include customer enquiries in helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making
DurationThis apprenticeship has been designed for those in the Financial Services sector and focuses on front-line customer interactions within the regulatory framework.
Activities include customer enquiries in helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals
Course Overview
This apprenticeship equips learners with the necessary skills and knowledge to provide excellent customer service and support within the financial services sector.
It covers a wide range of tasks from handling customer enquiries to using digital banking solutions.
Typical activities could include, depending on the organisation, branch cashier, dealing face to face with customer enquiries in branches, helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals.
What will you learn?
Personal Development and Teamwork
Customer Service and Communication Skills
Delivering Results and Resilience
Industry and Company Understanding and Regulatory Environment and Compliance
Honesty, Integrity and Flexibility
Problem Solving and Continuous Improvement
Legal Environment and Products and Services
Systems and Processes and Serving Customers
Final - Month 12-15 (End Point Assessment)
We work with both employed and unemployed providing quality training North East. In other words we provide our learners with the knowledge and skills to improve their lives and employment opportunities.
At Skills North East our mission is to work with both employed and unemployed learners. Our aim is to give them the knowledge and skills to improve their lives. Furthermore employment opportunities so they are able to reach their full potential.
Quality Training North East. We support North East employment by helping people into their dream career. This is usually at no extra cost.
As a forward-thinking organisation, we look out to market to see what qualifications are needed. Above all we do this to keep you ahead of the game.
We are rated Good in all areas by Ofsted. Most importantly our Tutors come from industry. In other words they have a sound knowledge of relevant training to provide to their students.
Furthermore Skills North East offer a range of pre-employment and work-based training courses across several sectors. Working with employers and learners alike to provide quality training that is both relevant and current.
Our mission identifies our goal of improving North East employment. To work with both employed and unemployed learners to give them the knowledge and skills to improve their lives and employment opportunities so they are able to reach their full potential.
Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service.
Face-to-face contact and telephone, email and digital communication form part of customer service for businesses and other organisations. Whatever job title or role an individual may have – and regardless of whether they work in public, private or third sectors – the knowledge, skills and behav...
This accredited qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a v...
This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role.
The main reason for customer churn is not price but bad customer service. Handling a business’s issues in a professional and courteous manner is an essential day-to-day task.
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