Customer Service Practitioner Apprenticeship


Level: 2 / Duration: 16-18 mths

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A Customer Service Practitioner apprenticeship develops the skills and competencies in providing first point of contact customer service. A customer service practitioner is on the front line between the business and the customer and directly impacts how the customer feels and, therefore, how they perceive the organisation. They may communicate with customers in person, over the phone, or through messages on social media, and need to be friendly, professional, proactive, and very knowledgeable about the company's products and services. Individuals on a Customer Service Practitioner apprenticeship will be expected to follow company codes of conduct at every turn, staying up to date with requirements and changes, and be able to stay calm and regulate their emotions no matter the situation they are handling.

Assessment

The EPA assessment must be completed within a maximum of 20 weeks

Submit a portfolio of evidence/showcase of their best work
A Practical Observation
Meet with the independent assessor to have a Professional Discussion underpinned by their portfolio of evidence/showcase


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Knowledge, Skills and Behaviours

We are able to provide you with a full list of the Knowledge, Skills and Behaviours that we cover during a Customer Service Practitioner apprenticeship, including what the apprentice will be taught and assessed on, however, as an overview, they will learn the following:

    • Knowing your customers

    • Understanding the organisation

    • Meeting regulations and Legislation

    • Systems and Resources

    • Your Role and Responsibility

    • Customer Experience

    • Product and Service Knowledge

    • Interpersonal Skills

    • Communication

    • Influencing Skills

    • Personal Organisation

    • Dealing with Customer

    • Conflict and Challenge

    • Developing Self

    • Being Open to Feedback

    • Team Working

    • Equality - Treating all customers as individuals

    • Presentation - dress code, professional language

    • "Right First Time"

In a very competitive world, investing in a Customer Service Practitioner apprenticeship is undoubtedly a wise move, so your team remains head and shoulders above your competition. Of course, your investment in an apprenticeship will be part-funded by the government. Read all about it via this link: the government's support for apprenticeships. Likewise, we have written a blog post called 'The Cost of Apprenticeships: A Shrewd Investment for Employers' for more information.