Course Overview

The role of a Customer Service Practitioner is to provide a high quality service to the customers of their organisation, which may be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts, and may 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.

A Customer Service Practitioner may be the first point of contact within an organisation and their actions will influence the customer experience and satisfaction with the company. They will demonstrate excellent customer service skills and behaviours, as well as product and/or service knowledge when delivering to customers. Their services will be provided in line with the organisation’s customer service standards and strategy, and within appropriate regulatory requirements. Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

The Content

This programme will develop the following knowledge, skills and behaviours:

Knowledge
• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Role and responsibilities
• Customer experience
• Product and service knowledge

Skills
• Interpersonal skills
• Communication
• Influencing skills
• Personal organisation
• Dealing with customer conflict and challenge

Behaviours
• Developing self
• Being open to feedback
• Team working
• Equality – treating all customers as individuals
• Presentation – dress code, professional language
• “Right first time”

Functional Skills in English and Maths
Learners who have not already achieved Level 1 English and Maths must do so as part of the programme. Learners will also take the Level 2 English and Maths tests.

The Assessment

Learners will be go through the End Point Assessment which comprises 3 elements:
• Apprentice showcase (demonstrating knowledge and skills).
• Practical observation in the workplace.
• Professional discussion.

Course Duration

Up to 17 months (ie a practical training period of 12 months, followed by an End Point Assessment (EPA) period of up to 5 months).

Progression

Customer Service Specialist

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