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.
Teenager Aaron Curd left school knowing that he wanted a career in business, possibly in property, where there was an opportunity to earn good money. But he did not know the best way to go about it until he contacted Derby College and lined up his two year BTEC Level 3 in Business.
Aaron, 19, from Darley Abbey, said the course, which he completed with a distinction and double distinction star, "narrowed down what I wanted to do and set me up for my job." As part of Derby College's Employer Academy he did work experience at Hannells Estate Agents.
That directly led him to get a foot on the property career ladder. When a position came up, Aaron was taken on and he is now a sales negotiator and a valued member of the team. Victoria Downing, area manager with Hannells Estate Agents, said the business identifies potential future employees via its Academy link with the College.
She added: "Derby College's business course is designed to prepare students for the workplace. We offer support and work experience during their course and we also help them with work/life skills."
Derby College's Employer Academy programme aims to boost students' employability skills and job prospects as well as giving employers the opportunity to shape the college curriculum. It also reduces employers' costs for recruiting young people into job and apprenticeship roles after their College course.
The course opened up lots of different routes I could have taken, and lots of different topics, like human resources, marketing, law and setting up your own business. I did work experience at Hannells and they offered me a job at the end of August. My studies help with my work, particularly in marketing and customer services. I'm enjoying every day – it's a career. The course narrowed down what I wanted to do and set me up for my job.