Customer Service Practitioner - Intermediate Apprenticeship

Summary

The role of a customer service practitioner is to deliver high quality products and services to the customers of an organisation, delivered from the workplace, digitally, or external visits. 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.

Next course dates

Start date Location Duration
Anytime
Employer's Premises
Anytime
Employer's Premises

Where can this subject lead?

Career progression

This level 2 apprenticeship can support career development into the following roles:

  • Customer Service Trainee
  • Customer Service Assistant/Agent
  • Customer Representative/Agent

It could also support a move into team leadership/supervision or business administration.

What will I learn?

What will I learn?

You will develop your skills, knowledge and behaviours in the following areas:
 

Knowledge:

  • Understanding your organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Customer experience
  • Product & service

Skills:

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

Behaviours:

  • Developing staff
  • Being open to feedback
  • Team working
  • Equality & presentation

Industry placement, field trips and guest speakers

The Apprentice must be if full time employment, working a minimum of 30 hours a week, with a contract of employment.

The employer must be in agreement to allow the Skills Coach and Specialist Practitioner access to the learner.

How will I learn?

This apprenticeship is a Level 2 programme and the duration is normally between 14-16 months It is delivered entirely in the workplace – you don’t need to attend College at any time.

Expert tutors

All staff involved in the delivery of adult education courses within the College are approved to teach the subjects and modules they deliver.

The approval process ensures that staff delivering a given programme are appropriately qualified and, where appropriate, possess relevant technical and industrial experience and professional practice.