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Customer Service Practitioner Apprenticeship

This Apprenticeship is ideal for anyone working in customer-facing or advisory roles. The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation.
15 months

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.

When does the course start?

We offer various start dates, please contact us for further information.

What does the course cover?

The course is completed through End Point Assessment: This is covered through the following components: - Observation in the workplace, professional discussion and a showcase portfolio. This is carried out by an Independent assessor from the awarding body.

The course covers several different areas which are listed below, these will build your knowledge, skills and behaviours.

  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Product and service knowledge
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working

You will also need to achieve Maths and English Functional Skills, if you don’t already have these or GCSE equivalents (4-9 A-C)

When will I attend?

This is a work based qualification so all the learning will be delivered in the workplace. 

You will have 6 weekly appointments with a Skills Development Coach – this is done through a mixture of face to face and Zoom/Skype/Microsoft Teams.

What will I achieve?

On successful completion you will achieve Customer Service Practitioner Apprenticeship Level 2.

What are the entry requirements?

You must be employed in a customer service role.

You 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.

How much does the course cost?

There is no fee for the learner. For information on costs to the employer, please contact us.