The following Covid-19 temporary discretion has been agreed until further notice.
The observation may be replaced with witness testimony from someone familiar with the apprentice’s work. The apprentice would then be assessed through Q&A with an external assessor.
Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.
Customer Service Practitioner
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.
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Product and service knowledge
Dealing with customer conflict and challenge
Being open to feedback
Equality – treating all customers as individuals
Presentation – dress code, professional language
“Right first time”
The apprenticeship will take a minimum of 12 months to complete
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
This apprenticeship standard is set at Level 2.
The apprenticeship should be reviewed after a maximum of 3 years.
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|Version||Change detail||Earliest start date||Latest start date||Latest end date|
|1.1||The funding band for this standard has been reviewed as part of the apprenticeship funding band review. The new funding band is £3500.||03/10/2018||Not set||Not set|
|1.0||Approved for delivery||29/07/2016||02/10/2018||Not set|