Level 2 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.

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 responsibilities
• Customer experience
• Product and service knowledge

BEHAVIOURS

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

On-the-job training will involve practical observation with questions and answers and professional discussions supported by portfolio of evidence along with learning in the workplace. Off the job learning at HBTC may include sessions at the training centre, with follow up tasks being assigned in the workplace, time for assignments and research and specific training within the workplace.

One of the great things about this Apprenticeship is that it is work-based, so your allocated Assessor will visit you in the workplace on a regular basis to guide you through this qualification. If you're not exempt from English, IT and/or Maths, you'll need to come to our Training Centre to do your functional skills preparation, revision and exams. Every effort will be made to make sure that any training outside of your workplace is carried out at a convenient time for you and your employer.

Looking for employment?

If you're looking for a customer service role, we can find a brilliant placement for you and deliver this Apprenticeship alongside it. If interested, please call our Recruitment Team on 01482 211714 to arrange an interview.

Already employed?

If you're already employed in a customer service role, please give Chris Dolman a call on 01482 211714 to find out whether or not you are eligible to do an Apprenticeship alongside your current job