Skill Details

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Skill Details

Skill Name

Skill Category

Is Accredited

NoYes

Is Apprenticeship

NoYes

Skill Overview

"The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your 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. 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 provide service in line with the organisation’s customer service standards and strategy and 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."

Learning Objectives

Duties of the job role covered as part of the Apprenticeship:
DUTY 1: Understand the Organisation - Learn and apply company policies, procedures, and goals to ensure alignment with organisational objectives.																																
DUTY 2: Ensure Compliance - Follow regulations and company standards, maintaining up-to-date records and completing required reports.																																
DUTY 3: Utilise Systems and Resources - Operate company systems and manage office resources effectively to meet the needs of your customers																																
DUTY 4: Record Keeping - Maintain Accurate Records: - Document customer interactions and transactions accurately in the company’s systems. Ensure records are up-to-date and reflect the current status of customer requests or issues.																																
DUTY 5: Maintain Product and Service Knowledge - Acquire and maintain thorough knowledge of the company’s products and services. Use this knowledge to provide accurate information and assist customers effectively.																																
DUTY 6: Customer Interaction - Deliver Quality Service: - Provide high-quality service by listening actively to customers and addressing their needs effectively. Ensure customer interactions are conducted professionally, including communication clarity and empathy. Taking ownership from first contact and then take responsibility for fulfilling your promise.																																
DUTY 7: Apply Influencing Skills - Use persuasive communication to assist customers in making informed decisions and resolving issues.																																
DUTY 8: Manage Personal Organisation - Prioritise and organise tasks efficiently to meet deadlines and maintain high productivity.																																
DUTY 9: Handle Customer Conflicts and Challenges - Address and resolve customer complaints and issues professionally, ensuring a positive resolution. Document complaints as expected in your organisation and follow up to ensure resolution and prevent recurrence.																																
DUTY 10: Professionalism - Adhere to Company Standards: - Maintain a professional appearance and demeanour in all interactions with customers and colleagues. Follow company policies and procedures, including those related to customer service and data protection.																																
DUTY 11: Develop Yourself - Actively seek feedback from customers and colleagues to improve service quality. Pursue training and development opportunities to enhance your skills and knowledge. Set and Review Personal Goals: Establish personal performance goals and review them regularly with a supervisor. Take steps to achieve these goals through continuous improvement and training																																
DUTY 12: Be Open to Feedback - Accept and act on feedback from supervisors and customers to continuously improve performance.																																
DUTY 13: Work as a Team - Collaborate with team members to achieve shared goals and contribute to a supportive work environment. Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Sharing personal learning and case studies with others, presenting recommendations, and improvement with the team to enhance overall performance.

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.

Skill Price ex VAT (£)

Skill Length

Skill Level

Skill Timings

Delivery Method

Skill Eligibility (Prerequisites for skill/software requirements)

Applicant must be eligible for ESFA funding and in a job role where the duties in learning objectives can be undertaken as part of normal day to day activities

Last Application Date

Skill Enrolment

Skill Status

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