OverviewInt App - Customer Service Practitioner (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.
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Whilst every effort is made to ensure the information on the Website is correct, some details may be subject to change. The Bedford College Group reserves the right to make amendments to the courses, dates, fees or other details, and to make cancellations or changes if numbers are insufficient. In the unfortunate situation that we have to cancel a course we will refund your fees in full, but we regret we are not able to offer any refund if you withdraw from your course or fail to start, and you will be liable to pay any outstanding fees that may be due.
Individual employers set the selection criteria, but this is likely to include 5 GCSEs, including Maths and English, although some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification. Apprentices without English or Maths at Level 2 must achieve this prior to taking the end point assessment.
This apprenticeship consists of the following units:
- Knowing your customers
- Understanding your organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
- Interpersonal skills
- Dealing with Customer challenges and conflicts
- Personal organisation
EPA will be interview on showcase portfolio, discussion and observation.
You will gain:
- Level 2 Customer Service Practitioner Apprenticeship.
Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to the Customer Service Specialist Level 3. You could also progress on to other Level 3 courses, particularly where customer service is an important part of the job, such as Business & Administration, Retail, Hospitality and Travel & Tourism.
Career progression: With additional training, you may be able to progress in your career to roles including customer relationship manager, customer service executive officer, customer service delivery co-ordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.
Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.
Autism & Asperger’s Syndrome Support
We are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.
We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 or 01536 413123 for more information.
Course information sheets are also available in large print and audio formats. Call us on 01234 291000 or 01536 413123 to order your copy.