Developing your career in Customer Service

If you’re looking to progress your career in customer service then our Customer Service Practitioner Apprenticeship may just be for you. Our apprenticeship courses are designed to be flexible and to fit perfectly alongside your existing role.

Is this apprenticeship for you?

This qualification provides both an ideal start in the occupation and supports progression within the sector. It is ideal for customer service professionals who deal with customers through one-off or routine contacts which could include managing customer queries, 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.

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The Apprenticeship in brief

Apprenticeship Level

Level 2

Apprenticeship Duration

12 months

Apprenticeship Delivery – Blended approach

A mix of classroom, face-to-face, Skype, telephone and online learning

End of Course Qualifications

Functional skills Level 1 and 2 in English and maths where required

End-Point Assessment

An on-the-job observation, a professional discussion and an apprentice showcase

The apprenticeship journey

1. 12 months on programme – a period of teaching and learning to help you develop the knowledge, skills and behaviours and support you to be ready for end-point assessment.

2. Gateway –the time at the end of the 12 months when your Line Manager, Training Provider and yourself review the on-programme journey and determine if you are ready for the on-programme assessment. For the Customer Service Practitioner Standard you will need to have:
• Been on-programme for 12 months and developed a Portfolio of evidence
• Achieved Level 1 Literacy and Numeracy
• Completed a readiness for independent end assessment meeting with your line manager and training provider

3. End-Point Assessment – carried out by an independent end-point assessment organisation you will need to demonstrate the required knowledge, skills and behaviours through an on-the-job observation, a professional discussion and an apprentice showcase.

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What you will learn

By the end of your apprenticeship, you will consolidate the experiences you have already had in customer service and develop some core attributes:

KNOWLEDGE OF: Knowing your customers; understanding the organisation; meeting regulations and legislation; systems and resources; roles and responsibilities; customer experience; product and service knowledge

DEVELOPMENT OF SKILLS IN: Interpersonal skills; communication; influencing skills; personal organisation; dealing with customer conflict and challenge

Developing self; being open to feedback; team working; equality and treating all customers as individuals; presentation including dress code and professional language

At the start of your apprenticeship, we will assess your skills in English and maths. If you need extra help to reach the required level, support will be built into your training sessions and provided through Interserve’s Virtual Learning Environment.

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How you will learn

Our aim is to help you get the most out of this apprenticeship. We will work with you and your employer to make sure you’re getting all the coaching and support you need with the right balance of face-to-face and virtual learning.

TRAINER SESSIONS Your dedicated trainer will be an experienced professional in the team leading field and will guide you through your on-programme journey. The style of training is designed for you to learn about and be tested against the knowledge, skills, and behaviour requirements as well as allowing you to pick the brains of your trainer.

VIRTUAL LEARNING ENVIRONMENT You will also gain access to further learning and support via Interserve’s Virtual Learning Environment. Your trainer will set learning tasks following each trainer session on the online system throughout your on-programme journey.

The end result

Once you’ve passed the Gateway requirements, it’s time for your final on-the-job observation, professional discussion and apprentice showcase. If you’re successful, you will then have added the Customer Service Practitioner Apprenticeship qualification to your career toolkit.

Apply for this apprenticeship today

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