The role of Customer Service is to provide support for business and other organisations including face-to-face, telephone, digital and written contact and communication with a wide-range of customers.
Typically, this level 2 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 also 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
The end point assessment (EPA) will test the entire standard and comprises of the following elements:
A summary of knowledge, skills and behaviours will need to be demonstrated throughout your EPA
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 6 hours a week of their working time to complete off the job training.
Depending on the Apprenticeship, apprentices will need to achieve level 1 or 2 English and Maths prior to taking the end-point assessment and we will support the learner through this programme where necessary.