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.