Overview

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

 

Details of Standard

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.

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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; face-to-face, telephone, post, email, text and social media.

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Duration

The apprenticeship will take 12 months to complete.

 

Entry Requirements

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.

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Link to Professional Registration

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

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Level

Level 2.

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Review

The apprenticeship should be reviewed after a maximum of 3 years.

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If you're interested in signing your employees up to this apprenticeship, please get in touch with a member of the team today. Please provide the course name in your message and what it is that we can help you with, we will respond promptly.