What is the Customer Service Practitioner Apprenticeship?
The role of a customer service practitioner is to deliver high quality service to customers which will be delivered from the workplace, digitally and face to face. 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.
They may be the first point of contact and work in any sector or organisation type. A practitioners actions will influence the customer experience and satisfaction with the organisation. They will demonstrate excellent customer service skills as well as product and/or service knowledge when delivering to customers. Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, email and social media.
What will they gain?
By completing this apprenticeship learners will have demonstrated excellent customer service skills and behaviours as well product knowledge when delivering to your customers. They will have covered a wide range of customer interaction’s and developed the skills to deal with them until the customer is satisfied. The skills and abilities will be transferable between external and internal customer interactions.
What are the requirements?
- Must be 16 or over and working at least 30 hours per week including all training and study time.
- Must be in an occupation relevant to the apprenticeship and hold a contract of employment.
- Must be allowed to use 6 hours a week of their working time to complete off-the-job-training.