CUSTOMER SERVICE PRACTITIONER

COURSE OVERVIEW

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. 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 customer’s own locality.

COURSE OVERVIEW

12 MONTHS

FUNDING

£3,500

ENTRY REQUIREMENTS

Apprentices without Level 1 English and maths will need to achieve this prior to taking the end-point assessment.

KNOWLEDGE:

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Customer experience

Product and service knowledge

COURSE OUTCOMES

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”

ASSESSMENT

As part of your qualification, you will complete an End-Point Assessment (EPA). In short, this assessment will help you to showcase the skills, knowledge and behaviours you have developed through the programme. For the final grade, you can achieve either a Pass or Distinction.

PROGRESSION

This apprenticeship qualification suits job roles such as Customer Service Assistant, Customer Service Representative and Customer Service Advisor.