Course Overview

You need to be employed to start an Apprenticeship. Please visit our vacancy page or if you have an employer, please ensure you add full contact details of your employer within your application. If you are unable to secure employment, you could enrol on a full-time study programme and transfer to an Apprenticeship at a later date. Please apply for a full-time course as your second option.

The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their organisation. Your actions will influence the customer experience and their satisfaction with your organisation. Key responsibilities are likely to 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, being the first point of contact and work in any sector or organisation type.

Topics could include:

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• The customer experience
• Product and service knowledge

Assessment Methods

On-programme assessment will include delivery of essential knowledge modules and an e-portfolio assessing competence. You will prepare for end point assessment which will include a showcase, practical observation and professional discussion.

Progression Options

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.