Customer Service Practitoner Level 2
ABOUT THIS STANDARD
The role of a customer service practitioner Apprentice 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 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. Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include either customer facing or non-facing interactions with customers using a variety of methods and systems.
Typical job roles for this standard would be: –
- Customer Service Trainee
- Customer Service Advisor
- Customer Service Assistant
Delivery of the Training: –
Knowledge-based off the job training will take place once a month along with portfolio building days each month. The Apprentices allocated Training Advisor will issue monthly action plans and complete workplace visits in addition to the off the job training and portfolio building days.
Progress Reviews will take place with the Apprentice, manager and Training Advisor every 12 weeks to monitor progress and ensure the Apprentice is on target to achieve by the planned end date.
Entry Requirements: –
Individual employers will set the selection criteria, but this is likely to include five GCSEs, (especially English and Mathematics) relevant qualifications and experience.
Duration of the Apprenticeship: –
The duration of this Apprenticeship is typically 15-18 months
End Point Assessment Requirements: –
For each of the three assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship programme. For a distinction to be awarded, apprentices must also achieve a distinction in each assessment method.
- Apprentice Showcase – All pass criteria plus 70% of the distinction criteria
- Practical Observation – All pass criteria plus 80% of the distinction criteria
- Professional Discussion – All pass criteria plus 75% of the distinction criteria
20% off the job training is a mandatory requirement when completing any Apprenticeship Framework or Standard. A timetable of sessions is available by contacting our Recruitment Team on 0115 9835823 or Info@Prostartuk.co.uk
Funding/Cost of Apprenticeship: – £3,500 * Dependent on employer status/banding