Fareham
Southampton
EastleighFarehamSouthamptonEastleigh
The role of a Customer Service Practitioner is to deliver high-quality products and services to the customers of the organisation you’re working for. 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 customers 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 customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
This apprenticeship programme will support you in demonstrating excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.
Successful completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
This apprenticeship standard covers the core skills, knowledge and behaviours to demonstrate competency of a Customer Service Practitioner and covers key requirements to include:
You will develop your skills, knowledge and behaviours through on and off-the-job training and are expected to attend College for pre-arranged masterclasses.
You will need to have relevant employment, and entry is subject to interview and assessment.
GCSE English and maths grade 4/C or above (or Level 2 functional skills) are preferred.
After successful completion of the apprenticeship, and dependant on your job role, you may have the opportunity to upskill to the Level 3 Team Leader or Supervisor Apprenticeship.
Your progress will be continuously monitored and supported by a Professional Trainer.
Depending on the standard, we assess your competence through various methods, such as practical exams, assignments, interviews, project work, presentations or observations and we will also evaluate your portfolio of evidence, which documents your learning and progress throughout your apprenticeship with us.
The apprenticeship end-point assessment is the final evaluation stage of your apprenticeship programme. It's designed to determine whether you have achieved the knowledge, skills, and behaviours required to meet the apprenticeship standard and perform the job role independently.
Successful completion of the end-point assessment is required to receive certification.
College is not just about your course – it’s an opportunity to have fun, meet new people and explore your interests! You can socialise with friends in the café and comfy seating areas, join a club or sports team or attend exciting events around the college. Many of our enrichment opportunities are also great on your CV or UCAS application to demonstrate your commitment and enthusiasm outside of your studies.
Your time at college can also be affected by life or health difficulties, and it’s okay to need support. Our specialist teams are here every day to listen and give advice, whether it’s about career planning, financial support, mental health, or something else. And if you have a long-term support need or medical condition, we’ll work with you on personalised learning support to help you achieve your full potential.
