Overview
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. The 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.
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- Entry requirements
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Level
Level 2
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Delivery/Study method
A minimum of 30 hours on the job training at the work place per week including a day/block release to study theory at our Uxbridge/Hayes/Richmond or Harrow campus.
Forms of study include:
- Knowledge modules learning the fundamental knowledge, through a combination of online learning and practical classroom workshops
- Level 2 English and maths.
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What will I learn?
Customer Service Apprentices provide a high quality service to customers in person or online that includes:
- Dealing with orders
- Payments
- Offering advice
- Guidance and support
- Meet-and-greet
- Sales
- Fixing problems
- After care
- Service recovery
- Gaining insight through measuring customer satisfaction.
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Duration and assessment
The duration of the apprenticeship is typically 12 months.
Assessment includes:
- A work-based portfolio to demonstrate the skills you have learnt at work related projects
- An end-point assessment. Apprentices will be required to have or achieve Level 1 English and maths and to have taken Level 2 English and maths tests prior to completion of their apprenticeship.
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Where next? Career/study opportunities
The completion of a Customer Service Apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.
Typical job titles include:
- Customer Service Assistant
- Customer Service Advisor
- Customer Service Operator
- Customer Service Representative.