What you'll learn

This Customer Service apprenticeship will give you the skills and knowledge required to work effectively as a customer service practitioner. 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 will 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.

Ideal if

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.

What to expect

The Delivery of the qualification is done mainly at the workplace, the assessor will visit the work place every 6-8 weeks. You will receive a login to an on-line portfolio account which can be accessed from any Wifi point or through 3/4G either at work, at home or in our centre. You will be provided with a detailed course programme. At the centre you will have the opportunity to network with other learners, share practice and access different resources to support your learning including laptops, desktops, tablets and textbooks.

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

What next

Upon completion you can progress onto an advanced or higher apprenticeship at level 3, 4 or 5.

This qualification can help you to progress in a wide range of job roles, and will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

 

Apprenticeship Cost

There is no cost to the Apprentice

Levy Employer cost = £3,500.00

Non Levy Employer cost = £175.00+VAT

About ATL

Achievement Training have been delivering high quality, local training in Apprenticeships over 20 years. We only work with businesses in Plymouth and the surrounding area – which means our workforce is concentrated where we need them to be.

This apprenticeship provides all the materials and digital solutions you need to sustain flexible delivery models that are cost effective, time efficient and meet the learning styles of your apprentices, ensuring they are motivated to be successful and productive in their role.

The apprenticeship standard has been developed with input from a trailblazer group including: Boots UK, Institute of Customer Service, Accelerator Solutions Ltd, Berkeley Homes Ltd, British Polythene Ltd (t/a bpi.recycled products), British Council, British Gas Services Ltd, BT plc, Carillion plc, E.ON UK Ltd, Northern Powergrid, Osborne Property Services Ltd, and Superdrug Stores plc.

Employ an Apprentice

Why should Employers get involved?

Apprenticeships can help businesses across all sectors by offering a route to harness fresh new employees. Apprenticeships ensure that your workforce has the practical skills and qualifications your organisation needs now and in the future. The mixture of on and off the job learning ensures they learn the skills that work best for your business. Apprenticeships deliver for businesses and help them grow by: Reducing training and recruitment costs, increasing productivity and your bottom line, developing a skilled motivated and qualified workforce, improving customer service results, providing financial return on investment.

Apprentices can be new or Existing staff!

ATL’s recruitment services are free!

Find out more