Customer services

If you want to work in a customer facing role then a customer service qualification will help you to learn and develop the wide range of skills you need to provide the kind of high quality service employers and customers expect.

Apprenticeships & Qualifications Offered

Customer Services Practitioner

Customer Service Specialist

Customer Service Practitioner Apprenticeship Standard

Overview of the Programme

This programme is designed for apprentices who want to develop their skills, knowledge and behaviours for a job role involving providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications. Successful completion of the programme will lead to an Apprenticeship Certificate as a Customer Service Practitioner

What types of activities are covered as part of the Customer Service Practitioner Apprenticeship 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.

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.

What does the Customer Service Practitioner Apprenticeship Standard consist of?

Skills– Interpersonal skills, Communication, Influencing skills, Personal organisation, Dealing with customer conflict and challenge.

Knowledge– Knowing your customers, Understanding the organisation, Meeting regulations and legislation, Systems and resources, Your role and responsibility, Customer experience, Product and service knowledge.

Behaviours - Developing self, Being open to feedback, Team working, Equality – treating all customers as individuals, Presentation – dress code, professional language, “Right first time”.

Functional Skills: – 

•           To achieve Functional Skills English Level 1 and Maths Level 1

•           To attempt Functional Skills English Level 2 and Maths Level 2.

Delivery

The period of learning, development and continuous assessment is managed jointly by the employer and Quest Training. The on-programme pace will be driven by apprentice as well as by the breadth of experience an employer can offer, but will typically be a minimum of 12 months, prior to the end-point assessment taking place.

There will be a combination of on the job and off the job learning and the off the job learning will include:

  • Workshops

  • Meetings with Tutor

  • Online Learning

  • Learning about a new product/service/resource

  • Supervised learning – knowledge or practical skill

  • Attending a review or appraisal

End-Point Assessment 

The synoptic EPA has become a core feature of new apprenticeship standards because it assesses the apprentice’s performance across the whole standard rather than for individual tasks

The End-Point Assessment is planned with the Independent End-Point Assessor, Employer and Apprentice

The End-Point assessment consists of three elements:

·      Apprentice Showcase 

·       Practical Observation 

·       Professional Discussion

The Work based project, supported by an interview and Professional Discussion supported by portfolio evidence may be completed online. All assessments need to be passed. Each assessment method directly assesses the knowledge, skills and behaviours of the Standard. The assessment is then graded.

Customer Service Specialist Apprenticeship Standard

Overview of the Programme

This programme is designed for apprentices who want to further develop their skills, knowledge and behaviours for a job role involving being a professional in direct customer support within all sectors and organisation types providing customer service products and services for businesses and other organisations. Successful completion of the programme will lead to an Apprenticeship Certificate as a Customer Service Specialist

What types of activities are covered as part of the Customer Service Specialist Apprenticeship Standard?

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

What does the Customer Service Specialist Apprenticeship Standard consist of?

Skills– Business focused service delivery, Providing a positive customer experience, Working with your customers / customer insights,Customer service performance, Service improvement. 

Knowledge– Business Knowledge and Understanding, Customer Journey knowledge, Knowing your customers and their needs/ Customer Insight, Customer service culture and environment awareness.

Behaviours - Developing self, Ownership/ Responsibility, Team working, Equality, Presentation

Functional Skills – English Level 2 and Maths Level 2

Delivery

The period of learning, development and continuous assessment is managed jointly by the employer and Quest Training. The on-programme pace will be driven by apprentice as well as by the breadth of experience an employer can offer, but will typically be a minimum of 15 months, prior to the end-point assessment taking place.

There will be a combination of on the job and off the job learning and the off the job learning will include:

  • Workshops

  • Meetings with Tutor

  • Online Learning

  • Learning about a new product/service/resource

  • Supervised learning – knowledge or practical skill

  • Attending a review or appraisa

End-Point Assessment 

The synoptic EPA has become a core feature of new apprenticeship standards because it assesses the apprentice’s performance across the whole standard rather than for individual tasks.

The End-Point Assessment is planned with the Independent End-Point Assessor, Employer and Apprentice

The End-Point assessment consists of three elements:

·      Practical observation with Q&As 

·      Work based project, supported by an interview 

·       Professional Discussion supported by portfolio evidence.

The Work based project, supported by an interview and Professional Discussion supported by portfolio evidence may be completed online. All assessments need to be passed. Each assessment method directly assesses the knowledge, skills and behaviours of the Standard. The assessment is then graded.