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.
Dealing with customer conflict and challenge
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibilities
Product and service knowledge
Being open to feedback
Presentation - dress code, professional language
Equality - treating all customers as individuals
“Right first time”
Training is undertaken in a number of ways, in order to meet the needs of the learner and employer. This can be done by attending class sessions in our local training centres (Hull, Grimsby or Scunthorpe) or using an online platform.
In addition all sessions are available via our online platform should you miss a session. You will also have meetings with assessors every month to undertake assessments and reviews.
The End Point Assessment will consist of an Apprentice Showcase of your work during the course, an observation and a professional discussion
GCSE Maths and English grade 4/C or equivalent. Functional Skills will be required if your grades are below 4/C
Looking for employment?
If you're looking for a customer service role, we can find the right placement for you and deliver this Apprenticeship alongside it. If interested, please call our Business Development Team on 01482 307365 to arrange an interview.
If you're already employed in a customer service role, please contact our Business Development Team on 01482 307365 to find out whether or not you are eligible to do an Apprenticeship alongside your current job