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Customer Service.png

Level: 2 Duration: 12 to 18 months

Occupational Profile:

The role of 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..

Entry criteria: Applicants will be assessed and interviewed to demonstrate that they have the ability to cover the range required by the apprenticeship standard, at work. In addition, the apprentices are expected to carry out initial assessments in English and Maths where they would be expected to ideally achieve Level 1 in both subject areas. If an apprentice has a GCSE in Maths and English or ICT at A*- C, they don’t need to complete functional skills as a part of the apprenticeship.

Delivery Model: This apprenticeship standard can be delivered in a number of ways:
 At the employer site
 At the college campus.
 It can be delivered to a cohort of learners or as one to one individual training
 The course is a roll on roll off programme which means that we can start this at any point in the year.

Progression: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Also, it will allow you to move into other team leading/supervisory roles..

Additional information: There are no entry requirements to the apprenticeship but employers may run their own selection process. Apprentices without Level 1 English and Maths will need to achieve this level and take the test for Level 2 English and Maths prior to completion of their Apprenticeship

Knowledge:

Knowing your customers

You will know and understand:
 Understand who customers are.
 Understand the difference between internal and external customers
 Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.

Understanding the Organisation

You will know and understand:
 Know the purpose of the business and what ‘brand promise’ means
 Know your organisation’s core values and how they link to the service culture.
 Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

Meeting regulations and legislation

You will know and understand:
 Know the appropriate legislation and regulatory requirements that affect your business.
 Know your responsibility in relation to this and how to apply it when delivering service

Systems and resources

You will know and understand::
 Know how to use systems, equipment and technology to meet the needs of your customers.
 Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility

You will know and understand:
 Understand your role and responsibility within your organisation and the impact of your actions on others.
 Know the targets and goals you need to deliver against

Customer experience

You will know and understand:
 Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
 Understand how to build trust with a customer and why this is important

Product and service knowledge

You will know and understand:
 Understand the products or services that are available from your organisation and keep up-to-date.

Skills:

Interpersonal skills

You will be able to:
 Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Communication

You will be able to:
 Depending on your job role and work environment:
 Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
 Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
 Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand

Influencing skills

You will be able to:
 Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Personal organisation

You will be able to:
 Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

You will be able to:
 Demonstrate patience and calmness.
 Show you understand the customer’s point of view.
 Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
 Maintain informative communication during service recovery.

Behaviours:

Developing self

 Take ownership for keeping your service knowledge and skills up-to-date.
 Consider personal goals and propose development that would help achieve them.

Being open to feedback

 Act on and seek feedback from others to develop or maintain personal service skills and knowledge

Team working

 Frequently and consistently communicate and work with others in the interest of helping customers efficiently.
 Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.

Developing self

 Take ownership for keeping your service knowledge and skills up-to-date.
 Consider personal goals and propose development that would help achieve them.

Equality – treating all customers as individuals

 Treat customers as individuals to provide a personalised customer service experience.
 Uphold the organisations core values and service culture through your actions.

Presentation – dress code, professional language

 Demonstrate personal pride in the job through appropriate dress and positive and confident language.

“Right first time”

 Use communication behaviours that establish clearly what each customer requires and manage their expectations.
 Take ownership from the first contact and then take responsibility for fulfilling your promise.

End Point Assessment:

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