Intermediate Apprenticeship – Customer Service Practitioner Level: Level 2

Overview

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.

Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

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 work towards the following Knowledge, Skills and Behaviours:

Knowledge

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”

Duration:

The apprenticeship will typically take between 12 and 15 months to complete.

Entry Requirements:

This is an apprenticeship standard. To gain this qualification Functional Skills Level 1 in English and Maths will also have to be achieved.

Advanced Apprenticeship – Customer Service Specialist Level: Level 3.

Overview of the role

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.

This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

You will work towards the following Knowledge, Skills and Behaviours:

Knowledge

  • Business Knowledge and Understanding
  • Customer Journey knowledge
  • Knowing your customers and their needs/ Customer Insight
  • Customer service culture and environment awareness

Skills

  • Business-focused service delivery
  • Providing a positive customer experience
  • Working with your customers / customer insights
  • Customer service performance
  • Service improvement

Behaviours / Attitude

  • Develop self
  • Ownership/ Responsibility
  • Team working
  • Equality
  • Presentation

Duration:

The apprenticeship will typically take between 15 and 18 months to complete.

Entry Requirements:

This is an apprenticeship standard. To gain this qualification Functional Skills Level 2 in English and Maths will also have to be achieved.

To find out more, phone (01733) 761361, email apprenticeships@citycollegepeterborough.ac.uk or complete the form below.


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