Customer Service Apprenticeship

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

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Hiring an apprentice
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  • Entry Requirements

    • 16 years or over
    • The requirement will be decided by each employer, but usually five GCSEs are required.
  • Typical Job titles

    Customer Service Assistant/ Customer Service Advisor/ Customer Service Operator/ Customer Service Representative

  • Duration

    Typically 12 months

  • Level

    2

  • Delivery

    A minimum of 30 hours of on the job training at work place per week including a day/ block release to study theory at our Uxbridge/ Hayes/ Harrow campus.

  • Employers Involved in Creating this Standard

    Boots UK, Institute of Customer Service, Accelerator Solutions Ltd, Berkeley Homes Ltd, British Polythene Ltd (t/a bpi.recycled products), British Council, British Gas Services Ltd, BT plc, Carillion plc, E.ON UK Ltd, Northern Powergrid, Osborne Property Services Ltd and Superdrug Stores plc.

Key responsibilities

Customer Service ApprenticeProvide a high quality service to customers in person or online that includes 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.

English and Maths

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Link to Professional Registration

Completion of Customer Service apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Course Outline

During the apprenticeship programme, an apprentice will require to spend minimum 30 hours of on-the-job training that includes:

  1. Knowledge modules learning the fundamental knowledge, through a combination of online learning and practical classroom workshops
  2. Level 2 English & Maths
  3. A work-based portfolio to demonstrate the skills you’ve learnt in real work projects and
  4. An end-point assessment.

The modules included in this programme are:

KnowledgeWhat is required?
Knowing your customersUnderstand 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.
Understanding the organisationKnow the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
Meeting regulations and legislationKnow the appropriate legislation and regulatory requirements and your responsibility in relation to this that affect your business.
Systems and resourcesKnow how to use systems, equipment and technology to meet the needs of your customers.
Your role and responsibilityUnderstand your role and responsibility within your organisation and the impact of your actions on others.
Customer experienceUnderstand how establishing the facts enable you to create a customer focused experience and appropriate response.
Product and service knowledgeUnderstand the products or services that are available from your organisation and keep up-to-date.
Skills What is required?
Interpersonal skillsUse 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.
CommunicationDepending on job role and work environment:Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications and during non-facing customer interactions. Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Influencing skillsProvide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Personal organisationBe able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Dealing with customer conflict and challengeUse appropriate sign-posting or resolution to meet your customers’ needs and manage expectations.
BehaviourWhat is required?
Developing self Take ownership for keeping your service knowledge and skills up-to-date.
Being open tofeedbackAct on and seek feedback from others to develop or maintain personal service skills and knowledge.
Team workingFrequently and consistently communicate and work with others in the interest of helping customers efficiently.
Equality - treating all customers as individualsTreat customers as individuals to provide a personalised customer service experience.
Presentation – dress code, professional languageDemonstrate personal pride in the job through appropriate dress and positive and confident language.
“Right first time”Use communication behaviours that establish clearly what each customer requires and manage their expectations.