Skill Details

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Skill Details

Skill Name

Skill Category

Is Accredited

NoYes

Is Apprenticeship

NoYes

Skill Overview

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Learning Objectives

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.

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.

For levy-paying employers, 100% of costs are covered. Non-Levy paying employers 95% of costs are covered, with the option of levy transfer for the 5% remaining.

Skill Length

Skill Level

Skill Timings

Delivery Method

Skill Eligibility (Prerequisites for skill/software requirements)

n/a

Last Application Date

Skill Enrolment

Skill Status

Skill Enquiry Details

First Name

Last Name

Telephone

Postcode

Are you a company owner or senior decision maker?

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