Customer Service Practitioner

This standard is at Level 2. The role of a Customer Service Practitioner is to deliver high-quality products and services to the customers of their organisation.

Responsibilities

Core responsibilities include one-off or routine contacts, dealing with orders, payments, offering advice, guidance and support, meet-and-greet sales, solving problems, after-care, service recovery or gaining insight through customer satisfaction. Actions taken will influence customer experience and overall satisfaction.

Programme

The typical duration of this programme is 12 months in-learning. Candidates will learn:
• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Role and responsibilities
• Customer experience
• Product and service knowledge
• Interpersonal skills
• Communication
• Influencing skills
• Dealing with customer conflict
• Developing self
• Being open to feedback
• Team working
• Equality and diversity
• Personal presentation

Requirements

Candidates must have a level 1 or equivalent qualification in English and maths prior to completion, and will be expected to have taken level 2 English and maths tests for stretching and challenging. The programme is suitable for a variety of work environments and supports effective customer service. Learners must complete a portfolio of evidence to demonstrate competencies against the required knowledge, skills and behaviours of the standard.

Assessment

The standard is comprised of on-programme learning, assessment gateway, and End Point Assessment (EPA). EPA will take approximately 3 months to complete and will consist of an apprentice showcase, a practical observation, and a professional discussion. The showcase is a portfolio that enables candidates to reflect and present examples of their development over the entire programme. The showcase is worth 65% of the total grade.