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Skill Overview

How Ginger Nut Deliver

Our training delivery is based on a blended model of one-to-one sessions every 4 weeks, with group sessions, webinars, online courses, video, and additional support as required. This means that our learners have the guidance they need as well as the flexibility to learn around the requirements of their jobs. We find that this approach reduces disruption for the learners and their line managers giving everyone the best chance of benefitting from the training and completing the course.

Delivery of the standard is based around modules consisting of introduction, training, personal study, and observation. To support learning, we utilise Highfield Workbooks and Smart Screen, which are online resources mapped to the apprenticeship. All learners are given access to LinkedIn Learning, including bespoke channels designed to support their apprenticeship and Perlego, which includes full searchable access to hundreds of thousands of textbooks to support study.

The standard is divided into core modules which are as follows:

Knowing your customers 1 – Different types of customers
Knowing your customers 2 – Priorities and expectations
Your Role and Responsibility – Impact of your actions on others, know the targets and goals you need to deliver against
Understanding the Organisation 1 – Brand promise and core values
Understanding the Organisation 2 – Internal policies and procedures
Regulations and Legislation – Know the appropriate legislation and regulatory requirements that affect your business and your responsibility in relation to this and how to apply it when delivering service
Customer feedback and Measuring tools – Understand types of measurement and evaluation tools available to monitor customer service levels
Customer Experience – Understand how establishing the facts enables you to create a customer focused experience and appropriate response and how to build trust with a customer and why this is important
Systems and Resources – Know how to use systems, equipment, and technology to meet the needs of your customers
Products and Services – Understand the products or services that are available from your organisation and keep up to date
Customer Improvement – How to investigate, research and identify ways to improve customer service and how to present ideas to management
Once these areas are complete the learner completes training around additional areas for support and End Point Assessment readiness.

Project Activity and Portfolio Building
Each module covers aspects of knowledge, skills and behaviours and helps the learner build the experience and portfolio they need to successfully complete their apprenticeship.

Gateway and End Point Assessment
Before gateway the collected documents are combined to create the learners’ portfolios. This approach means that learners and tutors ensure that all knowledge, skills and behaviours required are fully tracked throughout the apprenticeship with learners having a clear understanding of their growth in knowledge and related progress.

The End Point Assessment consists of the learner’s portfolio, a practical observation, and a professional discussion.

Learning Objectives

Appropriate Learner Roles/Activities

In order to be able to complete the apprenticeship, learners must be given the opportunity to do the following:

Deal with 5+ customers a week, whether via the phone or face to face
Be able to use a range of questioning skills to build and maintain rapport
Be able to collect customer service feedback and feedback from colleagues
Work with colleagues and be able to refer customers to them when needed
Present their ideas and recommendations for improvements in customer service to others

Funding Option

Funding Eligibility

For apprentices aged 16-21 the training costs are fully funded by the government. For apprentices aged over 21, there is a 5% co-investment which would be paid by the employer. Alternatively, the training costs can be covered by utilising the Apprenticeship Levy Fund.

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