Customer Service Practitioner Apprenticeship Standard

Please contact a member of TEC Apprenticeships for further details on apprenticeship opportunities at myapprenticeship@grimsby.ac.uk or call 01472 311222.

As an apprentice, you will be working with an employer and earning at the same time as training on the job and studying for a qualification. The duration of this apprenticeship is approximately 12 months. This is a wholly-workbased apprenticeship, with no college attendance.

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.

Apprenticeships are an ideal way to earn and learn, as an Apprentice you are fully employed and will have one of our industry-experienced work-based trainers visiting you in your workplace.

In order to do an apprenticeship, you need a job as well as a training provider - you can apply for vacancies by sending your CV to employers to ask if they would be willing to take you on as an Apprentice. If successful, you can then contact us telling us who the employer is and their contact details so we can make the arrangements for you to be assessed and speak to the employer. You can also apply for vacancies at www.apprenticeships.gov.uk. If you complete a Lincs2 application form for an apprenticeship expressing an interest in an apprenticeship, we will contact you to advise you about contacting employers and using the apprenticeship website to look for vacancies. You can email the TEC Apprenticeship team at myapprenticeship@grimsby.ac.uk , or call on 01472 311222.

Apprenticeships are now assessed independently by End-Point-Assessments. You will be booked in for your end point assessment once you have completed the criteria to be entered (this includes completing your Functional Skills requirements). The assessment will include a knowledge test, practical test, and Interview underpinned by a portfolio of evidence.

A level 2 apprenticeship typically requires maths and English at GCSE grade 1 or higher.

If you don’t already have maths and English qualifications at grade 4 or above, you’ll have the opportunity to up-skill whilst on-programme. We have our own dedicated maths and English Tutors who will support you to complete Functional Skills qualifications, and can also support you through GCSE re-sits too.

Successful students may progress directly into employment, or onto a higher level apprenticeship.