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 will 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 including; face-to-face, telephone, post, email, text and social media. This apprenticeship standard includes an end point assessment to pass the apprenticeship.
- Customer Service Practitioner Apprenticeship certificate
- Achieve Level 1 English and Maths functional skills (equivalent to GCSEs at grades D to G / minimum 2)
- Take the test for Level 2 English and Maths functional skills
Key Areas for Development and Learning
- Customer service principles and practices – including customer experience and feedback, internal and external communications, needs and priorities, targets and goals and right first time
- Business principles and practices – including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
- Customer service skills – including building rapport and trust, conflict management and influencing and reinforcement techniques
- Communications – including interpersonal, tone of voice and verbal/non-verbal communications
- Presentation – including dressing appropriately and using positive and confident language
- Using customer service tools and resources – including those used to meet customer needs and measure, monitor and evaluate customer service levels