Level 2 Customer Service Practitioner Apprenticeship

Course code: XMZN124P

Subject area: Apprentices

Study level: Apprenticeship

Course level: 2

Course details

9:00am - 5:00pm

Various

1st Aug 2020 - 31st Jul 2021

Off Site

Contact details

apprenticeships@abingdon-witney.ac.uk

01235 216 216

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.

Your 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.

Duration:
• 15 months practical training period, plus 3 months for End Point Assessment

Delivery model:
• Work-based training with your employer
• 10 days college attendance to complete the Business Professionals course
• Approximately 12 on-site assessment visits per year
• Level 1 Functional Skills in Maths and English (7 days at college for each, if required)
• Off the job training will count for at least 20% of an apprentice’s time at work

Qualifications included:
• Level 1 Functional Skills in English and Maths

End Point Assessment:
• Practical observation
• Apprentice showcase
• Professional discussion

What will apprentices learn?
• Understand who customers are.
• Understand the difference between internal and external customers.
• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
• Know the purpose of the business and what ‘brand promise' means
• Know your organisation’s core values and how they link to the service culture.
• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
• Know the appropriate legislation and regulatory requirements that affect your business.
• Know your responsibility in relation to this and how to apply it when delivering service.
• Know how to use systems, equipment and technology to meet the needs of your customers.
• Understand types of measurement and evaluation tools available to monitor customer service levels.
• Understand your role and responsibility within your organisation and the impact of your actions on others.
• Know the targets and goals you need to deliver against.
• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
• Understand how to build trust with a customer and why this is important.
• Understand the products or services that are available from your organisation and keep up-to-date.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Applicants are likely to have 4 GCSEs A*- C / 9 - 4, including Maths and English, or equivalent, and will need to demonstrate the ability to achieve all elements of the apprenticeship during their programme, including working in a suitable job role.
Free to apprentices. This apprenticeship has a £3,500 funding band. Small companies will need to make a contribution of £175; large companies could pay through the apprenticeship levy if they have funds available.
What skills will apprentices gain?
• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

What behaviours will apprentices develop?
• Developing yourself
• Being open to feedback
• Team working
• Equality – treating all customers as individuals
• Presentation – dress code and professional language
• Right first time approach