What is the course about?

This course is suitable for those who have a passion for delivering excellent customer service within a business environment. As a customer service apprentice, 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, within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text, and social media. 

Key Information 

• Funding Band £3500

• Apprenticeship Level 2

• Delivered in the workplace  with one to one support visits and assessments 

• Duration of practical period - 12 Months 

• Duration of End Point Assessment period - 3 Months 

What will I learn?

The modules covered include:

Knowledge

• Knowing your customers

• Understanding the organisation 

• Meeting regulations and legislation 

• Your role and responsibilities 

• Customer experience

• Product and service knowledge.

Skills

•  Interpersonal skills 

• Communication Influencing skills

• Personal organisation 

• Dealing with customer conflict and challenge.

Behaviours/Attitude

• Developing self

• Being open to feedback 

• Team working

• Equality – treating all customers as individuals presentation – dress code and professional language 

• ‘Right first time.’

In addition to this, you will be required to have or achieve level 1 English and maths (or relevant equivalent), and to have sat level 2 English and maths functional skills exams during or before completion of the apprenticeship.

How is the apprenticeship delivered?

This apprenticeship is delivered via one-to-one tutorial and assessment visits carried out  in the workplace, allowing you to demonstrate required skills and behaviours.

Apprentice Showcase:

With guidance from the employer and/or training provider, you will select appropriate evidence from the on-programme portfolio to demonstrate the minimum requirements of the standard at the final stage of the programme.

Practical Observation:

The practical observation will be pre-planned and scheduled to when you will be in your normal place of work. It will be carried out by an independent assessor.

Professional Discussion:

The professional discussion will be a structured discussion between yourself and the independent assessor, following the observation. The discussion will establish your understanding and application of knowledge, skills, and behaviours.

Progress Reviews & Workplace visits

Throughout the apprenticeship there will be workplace visits known as progress reviews. Progress reviews take place at the following intervals 

• Right Choice Review - 4 weeks into the apprenticeship 

• Progress Reviews - Every 12 weeks 

Its vital that a company representative/mentor is involved in all progress reviews, as the following elements will be discussed 

• Attendance 

• Behaviour 

• Developments towards learning aims 

• Development towards EPA portfolios 

• Signing off of EPA portfolio elements 

• Celebrations and concerns

• Targets and actions 

• Pastoral support and tutorial topics 

• Feedback from the apprentice, employer and the college representative