Course Code: WP00035 Customer Service Practitioner - Intermediate Apprenticeship Next course dates Start dateLocationDuration Anytime Employer's Premises Apply now Anytime Employer's Premises Apply now Overview Is this course for me? What will I learn? How will I be assessed? Key information Where could this course take me? Course 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. Entry Requirements All Apprenticeships require an initial assessment, interview and employment in the industry. Level 2 applicants are required to hold a GCSE Grade 2 (formerly grade E) or above in Maths, English and ICT (or equivalent) or be prepared to work towards Maths, English and ICT Level 1 Functional Skills. Learning and Teaching Methods This apprenticeship 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. You will develop your skills, knowledge and behaviours in the following areas: Knowledge: Knowing your customers 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 and Field Trips 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. 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. Learning and Teaching Methods This apprenticeship 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. You will develop your skills, knowledge and behaviours in the following areas: Knowledge: Knowing your customers 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 and Field Trips 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. 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. Assessment Methods The apprentice will be assessed in the workplace by maintaining a portfolio of evidence and employer/training provider reviews. Prior to taking the end point assessment the employer must formally sign-off that the apprentice has met the minimum requirements in regards to knowledge, skills and behaviours. The end point assessment will comprise an ‘Apprentice showcase (65%)’, ‘Practical observation (20%)’ and ‘Professional Discussion (15%)’. You must also achieve Level 1 English and maths prior to taking the end point. Other Costs and Equipment Needed All equipment/resources you require for this course are provided by B&FC at no extra cost Terms and Conditions Read our full terms and conditions. Career Options and 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