Customer Service

Our Customer Service Apprenticeships have been developed specifically for those wanting to develop the skills and knowledge to work in or already work in a customer-facing role. This programme is tailored to your own working environment to ensure that training is 100% relevant.

Apprentices will recognise good practice in customer service and be able to demonstrate how they deal with both routine and more difficult customers. Apprentices will be confident about using customer service language, understand the processes designed to make customer service more effective and show how they support others within their team or organisation.

Customer Services Practitioner

This apprenticeship standard is designed for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role.

This role requires apprentices to perform a range of service delivery functions that 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.

Apprentices may be the first point of contact and work in any sector or organisation type, their actions will influence the customer experience and the customer’s satisfaction with the organisation.

Within this Apprenticeship Standard you will complete:

• Level 2 Diploma for Customer Service Practitioners
• Level 1 Functional Skills English & Maths

To complete the Apprenticeship an End Point Assessment will be carried out by an independent assessor. Your tutor will ensure that you are ready for assessment.

Customer Service Specialists

The Advanced Customer Service Apprenticeship is ideal for those who are working in a customer- facing role who have some responsibility for developing the quality of the customer service delivery. As a customer service apprentice, you will be employed in a client-facing role for gaining vital practical skills and experience, and earning a wage alongside studying your formal apprenticeship qualification.

The Advanced Customer Service apprenticeship covers a wide range of customer service areas from analysing customer feedback, leading a team, communicating effectively with customers, resolving problems, improving customer relations and promoting products and services.

Within this Apprenticeship Standard you will complete:

• Level 3 Diploma for Customer Service Specialists
• Level 2 Functional Skills English & Maths

To complete the Apprenticeship an End Point Assessment will be carried out by an independent assessor. Your tutor will ensure that you are ready for assessment.