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.
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 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.
Your customer interactions may cover a wide range of situations and can include: face-to-face, telephone, post, email, text and social media.
|Study location||Maid Marian Way Maid Marian Way, Nottingham, NG1 6AB|
You can start this Apprenticeship at any time of the year.
Customer Service Practitioner - Level 2 Standard
12 - 15 months
You will need to be employed for a minimum of 30 hours per week in a relevant job but we can assist you in finding a placement.
You will also need GCSEs at grades 9–3 (A*–D), including English Language and Maths – one of English Language or Maths must be grade 9–4 (A*–C). Functional Skills Level 1 can be used as equivalent to GCSE grade 3 (D) and Functional Skills Level 2 can be used as equivalent to GCSE grade 4 (C) or above. Apprentices without Level 1 English and maths will need to achieve this level prior to taking the end-point assessment.
You will develop an electronic portfolio of evidence against the requirements of the qualification. Evidence can be generated by observation of your workplace, witness testimonies, case studies or personal accounts of events. Online tests will be used to confirm your knowledge and understanding as well as an End Point Assessment.
Qualification progression opportunities include:
You will be able to progress into a range of Customer Service roles in various sectors.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
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