Apprenticeship Customer Service (Level 3)
Retail and Commercial Enterprise
What will you be working towards?
Apprenticeships are work-based courses which involve learning and gaining qualifications while working for an employer. An apprentice works at the employer's premises, gaining practical experience and skills while working towards a qualification which is relevant to their job.
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.
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.
Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
Use an appropriate 'tone of voice' in all communications, including written and digital, that reflect the organisation's brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
Treat customers as individuals to provide a personalised customer service experience.
Apprentices 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.