Communication skills are vital when working directly with customers and these Apprenticeships are designed to develop these alongside a range of transferable skills and knowledge. In most cases they will be making sure that customers are dealt with in a positive, reliable and pleasant way - whether that is by offering advice, answering questions or handling complaints.
Level 2 Customer service Practitioner Standard candidate will have responsibility 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.
As part of the Level 3 Customer Service Framework you will be able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation. You complete two core units: Demonstrate understanding of customer service and demonstrate understanding of the rules that impact on improvements in customer service.
Apprenticeships are open to all age groups above 16 years-old, whether just leaving school, have been working for years or are seeking to start a new career. You just need to be living in England and not be currently in full-time education. There are 3 levels of Apprenticeship available for those aged 16 and over and entry requirements will vary depending on the apprentice’s current level of learning. You should check the individual entry requirements for your framework at the time of enquiry.