Skill Details

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Skill Details

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Is Accredited

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Is Apprenticeship

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Skill Overview

How Ginger Nut Deliver

Delivery of the standard is based around modules consisting of introduction, training, personal study, and observation. To support learning, we utilise Highfield workbooks which are an online resource mapped to the apprenticeship.

The standard is delivered through a combination of monthly one to one sessions of 2 -2.5 hours and monthly knowledge sessions of an hour to introduce each knowledge module. The areas covered in the apprenticeship are:

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 where you will be required to demonstrate a continuous improvement approach, resolving complex issues, and finding solutions to meet your organisation’s needs
Providing a positive customer experience where you will be required to demonstrate a cost-conscious mind-set and manage challenging and complicated situations
Working with your customers/customer insights where you will be required to demonstrate your ability to analyse and evaluate customer feedback
Customer service performance where you will be required to demonstrate your ability to manage referrals and escalations
Service improvement where you will be required to analyse the end-to-end service experience and make appropriate recommendations
Behaviours/Attitudes

Developing self
Ownership/responsibility
Team working
Understanding equality
Presentation
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 is based around a work-based project report of 2,500 words, which is based on a live business challenge, supported by a 60-minute interview. The work-based project is started after gateway and must be pre-approved by the Awarding Organisation. A practical observation followed by a question and answer session which must take place before the 60-minute professional discussion, which is based around their portfolio.

Learning Objectives

Appropriate Learner Roles/Activities

This apprenticeship is aimed at senior members of a customer services team who tend to be points for escalated enquiries while being an advocate for best practice across their teams.

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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Skill Length

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Skill Eligibility (Prerequisites for skill/software requirements)

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