Customer Service Practitioner Apprenticeship Standard

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? 

 As part of this qualification you will be required to undertake both mandatory and optional units. The below lists are not exhaustive and may vary depending on your employer and/or the examination board. However, those required or available might include (but are not limited to) the following:

Example mandatory units:

Children and Young People’s Development
Safeguarding the Welfare of Children and Young People
Understand Partnership Working in Services for Children and Young People

Example optional units:

Support children and young people’s health and safety
Understand how to support positive outcomes for children and young people
Support children and young people with disabilities and special educational needs
Contribute to the support of children's creative development
Understand the speech, language and communication needs of children and young people with behavioural, social and emotional difficulties
 

 Learning Hours 

The approximate duration is 12 months, with an average of 6 hours per week off-the-job learning, and 2 hours per week on-the-job guided learning.

 Apprenticeship Delivery 

For those undertaking an apprenticeship route, the additional components will be delivered alongside the core qualification.

  • Level 1 Functional Skills in Maths, English and ICT

  • Employment Responsibilities (Health & Social Care or Children & Young People’s settings)

  • Personal Learning and Thinking Skills

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