Customer Service Practitioner


Level: 2 / Duration: 16-18 mths

This apprenticeship develops the skills and competencies in providing first point of contact customer service. A customer service practitioner is in the front line between the business and the customer and directly impacts how the customer feels and, therefore, how they perceive the organisation. They may communicate with customers in person, over the phone, or through messages on social media and need to be friendly, professional, proactive and very knowledgeable about the company's products and services. Customer Service Practitioners will be expected to follow company codes of conduct at every turn staying up to date with requirements and changes and be able to stay calm and regulate their emotions no matter the situation they are handling.

Assessment

The EPA assessment must be completed within a maximum of 20 weeks

Submit a portfolio of evidence/showcase of their best work
A Practical Observation
Meet with the independent assessor to have a Professional Discussion underpinned by their portfolio of evidence/showcase


OR

complete the form below

Knowledge, Skills and Behaviours

We can provide you with a full list of the Knowledge, Skills and Behaviours which your apprentice will be taught and assessed on but as an overview, your apprentice will learn the following:

    • Knowing your customers

    • Understanding the organisation

    • Meeting regulations and Legislation

    • Systems and Resources

    • Your Role and Responsibility

    • Customer Experience

    • Product and Service Knowledge

    • Interpersonal Skills

    • Communication

    • Influencing Skills

    • Personal Organisation

    • Dealing with Customer

    • Conflict and Challenge

    • Developing Self

    • Being Open to Feedback

    • Team Working

    • Equality - Treating all customers as individuals

    • Presentation - dress code, professional language

    • "Right First Time"