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 (9-3) 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.
As a Customer Service apprentice, Natasha Thomas sailed into a new career with classic narrow boat company Avante.
Her placement with the Willington firm – which involved helping run the office, liaising with customers from around the world, inspecting the boats and even driving them occasionally under supervision – led directly to the offer of a full-time job.
Natasha’s success was supported by the NVQ in Customer Service she took at Derby College during her placement.
I knew I wanted to work in customer service but in a role that was a bit different. I love this job. No day is ever the same and there’s always so much variety. My College tutor was really encouraging and regularly came to see me at Avante to go through my course work.