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
Funding and bursaries
Students if you’re aged over 19 you may be eligible for free tuition depending on the course you want to study, your existing qualifications and your financial circumstances. For more information email info@totton.ac.uk or call 023 8087 4874.
Advanced Learner Loans are available for students who are aged 19 or over. Repayments do not begin until the course is completed and you are earning £25,000 or over. Eligible learners will be enrolling on a level 3 or above course and are a UK or EU national. For further information, visit gov.uk/advanced-learner-loan.
