- Business
- Customer Service Standards
Customer Service Practitioner
Overview
This apprenticeship programme has been designed for individuals working within a customer service environment at an operative level. This standard has been developed to instil excellence in customer service skills and behaviours across all areas of an organisation and to develop the individual's product and/or service knowledge to deliver a seamless service to customers.
Role Profile
The role of a customer service practitioner is to deliver high-quality services and products to their organisation's customer base, ensuring that the needs of customers are satisfied. Their aim is to provide excellent customer service and promote customer-focused behaviours throughout the organisation they work for. The role requires apprentices to perform a range of service delivery functions, including dealing with orders, payments, offering advice and guidance, problem resolution, aftercare and service recovery.
Requirements
- No previous experience required.
- Learners should be comfortable using a computer to gather workplace evidence.
End Point Assessment
It is essential to gain the minimum marks in all three assessment modes. Successful apprentices will gain a pass or distinction.
Portfolio Showcase: Submission of an online portfolioPractical Observation: Workplace observation
Professional Discussion: 40 minute structured meeting
Overview
Customer Service Specialist
Overview
This apprenticeship programme has been designed for individuals working within a customer service environment at a senior level. This standard has been developed to further advance excellence in customer service across all areas of an organisation and to develop the individual's skills, knowledge and behaviours making them a true advocate of customer service.
Role Profile
The role of a customer service specialists often involves acting as a referral point for dealing with more complex or technical customer requests, complaints, and queries. Customer service specialists are often an escalation point for complicated or ongoing customer problems and have responsibility for being an expert in their organisation’s products and/or services and sharing knowledge with their wider team and colleagues.
Requirements
- No previous experience required.
- Learners should be comfortable using a computer to gather workplace evidence.
End Point Assessment
It is essential to gain the minimum marks in all three assessment modes. Successful apprentices will gain a pass or distinction.
Work-based Project: Supported by EPA interviewPractical Observation: Workplace observation and questioning
Professional Discussion: Supported by portfolio evidence