The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation. Their core responsibility will be to provide a high quality service to customers which can 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 and 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 could work in any sector or type of organisation.
As an apprentice, your actions will influence the customer experience and their satisfaction with the organisation. You need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You will provide service in line with your organisation's customer service standards and strategy and within appropriate regulatory requirements. Customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media communication.
You should have good personal skills and experience of working with customers in some capacity.
You should also have GCSE in Maths and English at grades A-D or an equivalent qualification.
You must achieve Level 2 English and Maths prior to taking the end-point assessment.
You will be assessed via observations, work products, witness testimonies and questions.
End-point assessment will include:
You will be provided with any Personal Protective Equipment as required to legally and safely undertake your role.
You can progress to a further programme such as the Apprenticeship in Customer Service Specialist.
Derby College business administration apprentice Jess Monk is the envy of many of her friends. At just 17, she has an interesting, well-paid job, working with friendly and supportive people who show trust in her abilities.
Jess is on the college’s Business Administration level 2 course and in September started an apprenticeship with engineering design consultants Jackson Purdue Lever on Pride Park. Originally at Derby College to study Health and Social Care, she switched courses when she realised she’d prefer to work in a business environment.
Jess says she has already picked up lots of business knowledge on her course and is thinking about furthering this by progressing to level 3. As an apprentice,
Jess also likes that there are other young Derby College learners at Jackson Purdue Lever.Over the past five years the firm has established strong links with the college through its careers academy, providing work experience to several students.
I’d been working part-time as an admin assistant at Jackson Purdue Lever for about a year before being taken on as an apprentice, so I already knew everyone. I’m given quite a lot of responsibility at work, which makes me feel that my employer trusts me.
I’m responsible for ordering all the stationery, for instance. It’s important to get it right.
I also spend a lot of time writing up reports for the structural survey team and recording information on Excel spreadsheets as well as welcoming visitors to the firm.