The role of a Customer Service Practitioner is to deliver high-quality products and services to the customers of the organisation you’re working for.
DurationThe Course in Detail
The role of a Customer Service Practitioner is to deliver high-quality products and services to the customers of the organisation you’re working for.
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 customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
This apprenticeship programme will support you in demonstrating excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.
Successful completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
This apprenticeship standard covers the core skills, knowledge and behaviours to demonstrate competency of a Customer Service Practitioner and covers key requirements to include:
Knowing your customers
Meeting regulations and legislation
Customer experience
Product and service knowledge
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge
Developing self
Team working
You will develop your skills, knowledge and behaviours through on and off-the-job training and are expected to attend College for pre-arranged masterclasses.
Entry Requirements & Progression
What You'll Need
You will need to have relevant employment, and entry is subject to interview and assessment.
GCSE English and maths grade 4/C or above (or Level 2 functional skills) are preferred.
This Could Lead to
After successful completion of the apprenticeship, and dependant on your job role, you may have the opportunity to upskill to the Level 3 Team Leader or Supervisor Apprenticeship.
Assessment
Your progress will be continuously monitored and supported by a Professional Trainer.
Depending on the standard, we assess your competence through various methods, such as practical exams, assignments, interviews, project work, presentations or observations and we will also evaluate your portfolio of evidence, which documents your learning and progress throughout your apprenticeship with us.
The apprenticeship end-point assessment is the final evaluation stage of your apprenticeship programme. It's designed to determine whether you have achieved the knowledge, skills, and behaviours required to meet the apprenticeship standard and perform the job role independently.
Successful completion of the end-point assessment is required to receive certification.
South Hampshire College Group
South Hampshire College Group (SHCG) brings together three Further Education colleges from Eastleigh, Fareham, and Southampton to create a strong and ambitious organisation.
We’re here to help you build a better future, including students, apprentices and our region’s businesses. We strive for everyone to be successful in their future through high-quality technical and professional education and training.
Eastleigh College
A leading technical and professional college which teaches over 5,700 students from across the country each year, offering a wide range of programmes to provide school leavers, apprentices and adult learners at all educational stages with the skills and knowledge needed for a highly rewarding future.
Through its extensive industry partnerships across the Solent, Hampshire and ‘South Central’ region, the college also supports more than 1,000 businesses with their ongoing training, updating, certification and licensing needs.
Fareham College
An Ofsted ‘Outstanding’ rated college that teaches over 3,200 students each year and offers a diverse range of courses. These include T Levels, traineeships, apprenticeships, HE, and part-time and professional courses. These courses help prepare students for employment in their chosen career path or progress to university or onto an apprenticeship.
The college was a wave one T Level provider in 2020 and is the lead college for the South Coast Institute of
Technology (IoT).
Southampton College
A well-established general further education college in Hampshire, providing career-led courses, apprenticeships and education for young people, adults and businesses. The college has been serving the City of Southampton for over 70 years and currently has around 3,000 students and apprentices.
CEMAST
Our Centre of Excellence in Engineering, Manufacturing and Advanced Skills Training (CEMAST) is an outstanding provider of career-led courses, including T Levels and Higher Technical Qualifications. Our courses will open the doors to many exciting progression and career opportunities.
CETC
Our Civil Engineering Training Centre (CETC) is a purpose-built two-acre mock construction site close to our CEMAST training centre on the Daedalus Airfield, and is dedicated to the delivery of a specialist Civil Engineering & Groundworks Apprenticeship and also specialist training in Highways.
Mission Statement
South Hampshire College Group is committed to creating better futures for all of our students. It is our mission to enable students, apprentices and regional businesses to enjoy successful futures through high-quality technical and professional education and training.
It is our aspiration to lead a better distributed, accessible, and collaborative group of South Hampshire Colleges. Through this, we will provide outstanding education and training across a wide community of students and employers in the Solent region. Our work will support the skills needs of employers and improve regional productivity, economic development and social mobility.
We will be an agile organisation, constantly developing and improving, while remaining responsive to policy and reforms in further education, and adaptive to the changing needs of the region’s employers.
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