This apprenticeship develops skills in providing excellent customer service in line with the organisation's customer service strategy and within appropriate regulatory requirements.
Typical roles are Customer Service Executive, Cusomer Service Support Officer.
It covers the development of skills in:
- understanding customers
- understanding th eorganisations's policies and procedures
- using technology and systems to meet customer needs
- questioning techniques
- communicating effectively
- resolving complaints.
Apprentices are required to have a minimum of five GCSEs at grade 3 / D or above including English and Mathematics, or NVQ 1,plus two Functional Skills at Level 1.
It is helpful if apprentices have experience in their chosen field but this is not essential.
Customer Service Practitioner Level 2 Apprenticeship
Apprentices need to produce an on programme portfolio of evidence which will be reviewed by a qualified assessor. End point Assessment includes a Showcase of work completed, a 1 hour practical observation and a professional discussion.
Apprentices will be required to meet target dates for completion of work set by their assessor throughout the programme; this will require some work to be completed in their own time.
Apprentices need to be employed for a minimum of 30 hours per week, with an employer who is willing to support the candidate through the apprenticeship. For those not currently in suitable employment, Newbury College can provide a list of current apprenticeship vacancies.
Apprentices will have the opportunity to progress onto an Advanced Apprenticeship in Customer Service.
Fees and Additional Costs
Apprentices will spend time attending classes at the college, typically delivered on a monthly basis during term time.