The role of a customer service practitioner is to deliver high quality products and services to the customers of the organisation. Their 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. They may be the first point of contact and work in any sector or organisation type.
- Rated outstanding for apprenticeships in our June 2017 ofsted inspection
Who is this Apprenticeship for?
Existing employees working within a warehouse and/ or logistics profession who have hands on experience but desire a qualification for further development or for new entrants who want to work in such environments.
Knowing Your Customers
Your Role and Responsibility
Understanding the Organisation
Meeting Regulations and Legislation
Systems and Resources
Product and Service Knowledge
Dealing with Customer Conflict and Challenge
Being Open to Feedback
Equality, Team Working and Presentation
Qualifications included in the Apprenticeship
- Level 2 Apprenticeship Standard in Customer Service Practitioner
- Level 2 Diploma for Customer Service Practitioners (If required by employer)
- Level 2 Functional Skills English and Maths (if required)
Regular formative reviews between employer, apprentice and the college.
Development of assignments demonstrating learning from their job role or work place.
Practical observation to assess the application of skills within the workplace.
Professional discussion to holistically assess Knowledge Skills and Behaviours across the standard and will be informed by reflective portfolio.
GCSE E (2) in English and Maths or scoring Entry Level 3 on Initial Assessment.
English & Maths
If an Apprentice has not already achieved Level 2 (GCSE C/4 or above) English
& Maths they must study for and achieve Functional Skills Level 2 English
This will be completed through a day release to attend Loughborough College
Level 3 Team Leader/Supervisor
Level 3 Customer Service Specialist
Level 3 Business Administration
Work based training and assessments to complement the skills that are learnt, developed and used within the workplace
Day release to complete Functional Skills if required
Average duration is 15 months which includes an End Point Assessment
Get in touch
Speak to one of our business development experts about how we can help you to grow your business.
Call: 01509 515461
Whilst every effort is made to ensure that the information contained on this website is correct, the College accepts no liability for any errors or omissions. Please note that details are subject to change without notice with regard to the provision of courses, course times and dates and the fees and charges levied.