Customer Service Apprenticeship Standards

Customer Service Practitioner Level 2

What is the Customer Service Practitioner Standard?

Typically this apprenticeship will take 13 months.

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 job will I be doing?

Ideally you will be in a role which allows you to interact with either external or internal customers. This may be face to face, through social media and other forms of communication including telephone and email. This will also suit administrators who are in their first job role.

What are the requirements?

  • Must be 16 or over and working at least 30 hours per week including all training and study time.
  • Must be in an occupation relevant to the apprenticeship and hold a contract of employment.
  • Must be allowed to use 20% of their working time to complete off the job training.
  • Will need to achieve a minimum level 1 in English and Maths and to have taken level 2 tests in both subjects before completing the programme if not already certificated.

What’s next

If you are an employer wanting to up skill your staff, please call 01268 270648 or email [email protected]

For more information on how we can get you an apprenticeship and a job, please call 01268 270648 or email [email protected]

If you are already in employment but would like to up skill to benefit yourself and your organisation please call 01268 270648 or email [email protected]

For a full breakdown and further information on this apprenticeship standard please visit the following website – Institute for Apprenticeships – or click on the links below to download PDF files.

Customer Service Information SheetCustomer Service Skills Scan

Customer Service Specialist Level 3

What is the Customer Service Specialist Standard?

Typically this apprenticeship will take 15 months.

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.

As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

What are the entry requirements?

Apprentices will be required to have or achieve a minimum level 2 English and Maths prior to completion of their Apprenticeship.

 

What’s next?

If you are an employer wanting to up skill your staff, please call 01268 270648 or email [email protected]

For more information on how we can get you an apprenticeship and a job, please call 01268 270648 or email [email protected]

If you are already in employment but would like to up skill to benefit yourself and your organisation please call 01268 270648 or email [email protected]

For a full breakdown and further information on this apprenticeship standard please visit the following website – Institute for Apprenticeships – or click on the links below to download PDF files.

Customer Service Specialist Information SheetCustomer Service Specialist Skills Scan

    LearnerBusiness

    ApprenticeshipTraining Course

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