Customer Service Practitioner (Apprenticeship)
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.
Apprenticeship Standard: ST0072
“I enjoy the social aspects of my apprenticeship for example holding meetings and helping the agents on cases. The units have been relevant to my job role which helps me to ensure that I have knowledge to bring to my workplace.”
“I love the freedom I’ve been given in my office environment to work and develop. When I first started, I was given my own set of suppliers to manage and deal with. Since then, I’ve been able to confidently contact them and sort out payments, queries etc. I also enjoy how everything I learn in college reflects my role in the office, helping me to further develop my skills.”
Natasha Mathias, Accounting Apprentice
The actions of a customer service practitioner 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 provide service in line with the organisation's customer service standards and strategy and within appropriate regulatory requirements.Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
An apprenticeship is a genuine job and under all circumstances an apprentice will be employed from day one. Apprenticeships combine practical training in a job with study.
Apprenticeships are available to anyone over the age of 16, living in England and have no upper age limit. Any vacancies will clearly state what the entry requirements are for the job role being advertised. There will be different entry requirements depending on the company and role.
A minimum 5 GCSEs at grade 3/D or above, including maths and English are recommended for this apprenticeship. Individuals without level 1 English and maths will need to achieve this level and take the test for level 2 English and maths prior to taking the end-point assessment.
Candidates should have a willingness to learn independently and apply learning in their current workplace. Access to a computer and basic IT skills are essential to complete assignments and other elements of the programme.
Apprenticeship Standard: ST0072 Customer Service Practitioner
This apprenticeship provides an ideal entry into the occupation and supports progression within the sector. Additionally, there is the option to progress on a Level 3 qualification.
Through their apprenticeship, apprentices gain the technical knowledge, practical experience and wider skills they need for their job and career. Apprentices will have their skills, knowledge and behaviours evaluated at the end of their apprenticeship by taking an end-point assessment (EPA). This is known as synoptic assessment. Individuals without level 1 English and maths will need to achieve this level and take the test for level 2 English and maths prior to taking the end-point assessment.
The apprentice is expected to study through a mix of learning in the workplace, formal off-the-job training and the opportunity to practise new skills in a real work environment. The time spent on off-the-job training should be at least 20% and should be included as part of working hours. The employer must allow time to complete the apprenticeship within the working hours, however, some homework may be set by College Tutors or Development Coaches.
This is a work-based programme and is studied as part of an apprenticeship.
Fees and Additional Costs
If you are between the ages of 16 and 24, you will not have to fund your own tuition, it is your employer and the government who cover the fees. If you are over 25, you may be asked to contribute towards the cost of your training, but it depends on your employer. If you do have to contribute to the cost of training, you may be eligible for an Advanced Learner Loan.
The cost of training an apprentice is dependent on their age and whether or not the business pays the Apprenticeship Levy. There are a range of different grants and incentives available to employers. Contact us for up-to-date information and advice on the funding support available.
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14 - 18 year olds
In most cases students aged 14-18 years old on a substantial study programme will NOT be required to pay fees and most course-specific equipment and materials will be funded by the College. This excludes stationary, non-curriculum trips and a £15 enrichment fee.
19 years and over
Students aged 19 years and over may be required to pay fees. For details of fee remission and loans for students over the age of 19 click here. Please note that some courses may have additional registration, examination and/or materials fees. Where we have been unable to provide these additional costs in this information, they will be discussed with you prior to enrolment. If you think you may be entitled to financial support or fee remission, or you would like more information on the additional costs associated with your chosen course, please contact us.