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The Customer Service apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation. Good customer service is key to the success of any business or organisation. It is one of those useful skills that is found all over the place and covers all the extras that make a customer’s experience better. As a customer service apprentice, you will probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you will make sure that customers are dealt with in a positive, reliable and pleasant way – whether that is by offering advice, answering questions or handling complaints. To properly assist customers, you will need clear and up-to-date knowledge of your organisations products and services. You will also need to be able to communicate with all sorts of people. Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so this is a very good way to move forward, even if you are still undecided about your future career.
Customer Service Practitioner Standard Level 2
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.
What will you learn
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.
Know the appropriate legislation and regulatory requirements that affect your business
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.
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.
The training will include
Face to face and/or remote workshops together with online learning
1:1 support from a Tutor who will visit your workplace
Progress reviews to be completed with your Tutor and line manager
Development of a work-based portfolio to evidence learning
End-point assessment (EPA)
Functional Skills English and/or maths Level 1 and/or Level 2, if required
There are no formal entry requirements.
In order to complete the apprenticeship, you will need English and maths at Level 1 (equivalent to GCSE grade 2-3) and attempt English and/or maths Level 2, but if you don’t have these qualifications don’t let this stop you from undertaking the apprenticeship as we can help you gain the Level 1 requirement and support you in working towards Level 2 during your studies.
12 months plus 3 months EPA
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Customer Service Specialist Standard Level 3
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
What continuous improvement means in a service environment and how your recommendations for change impact your organisation.
The impact your service provision has on the wider organisation and the value it adds.
A range of leadership styles and apply them successfully in a customer service environment.
The underpinning business processes that support you in bringing about the best outcome for customers and your organisation.
What drives loyalty, retention and satisfaction and how they impact on your organisation.
Develop knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers.
Functional Skills English and/or maths Level 2, if required
In order to complete the apprenticeship, you will need English and maths at Level 2 (equivalent to GCSE grade 9-4), but if you don’t have these qualifications don’t let this stop you from undertaking the apprenticeship as we can help you gain the Level 2 requirement during your studies.
15 months plus 3 months EPA
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
For more information contact us on 01706 631417 Click HERE to fill out an Application formClick HERE to watch the Business Apprenticeship Video
Rochdale Training Association
Fishwick Street Rochdale OL16 5NA
Telephone 01706 631417