Customer Service

CUSTOMER SERVICE PRACTITIONER L2

Duration – The apprenticeship will typically take 12-18 months to complete

The role of the Customer Service Practitioner is to deliver consistently high quality products and services to customers within all sectors and organisation types.  Their core responsibility is to provide a high quality service to customers which will be delivered from the workplace, digitally or through going out into the customers’ own locality and will cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.  These may be one-off or routine contacts and can include dealing with order, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA.  In addition Progress Reviews will take place regularly to ensure the apprentice is on track

End Point Assessment

 The three EPA assessment methods are:

  • Apprentice Showcase
  • Practical Observation
  • Professional Discussion

Progression

 Progression to Customer Service Specialist L3

Customer Service Specialist (L3)

The Level 3 Advanced apprenticeship is for those who are, or will be developing in to, an expert and customer service champion. The role requires significant customer contact and responsibility. Whilst on programme, the apprentice will work towards developing key skills, knowledge and behaviours for a customer service expert. The apprentice will work with a learning coach to help develop these over the course of 12 months. The apprentice may also need to complete English and Maths Level 2 in this period of learning if they have not already achieved them. The Apprenticeship is completed via a Summative End Point Assessment activity which includes a practical observation, a worked based project and interview and a professional discussion supported by a portfolio of evidence. End Point assessment takes place in month 15 of the apprenticeship at the earliest.

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CUSTOMER SERVICE SPECIALIST L3

Duration – The apprenticeship will typically take 18-24 months to complete

The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.  They are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries.  They are often an escalation point for complicated or ongoing customer problems.  The apprentice will utilise both organisation and generic IT systems to carry out their role with an awareness of other digital technologies and could work in many types of environment including contact centres, retail, web chat, service industry or any customer service point

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA.  In addition Progress Reviews will take place regularly to ensure the apprentice is on track.

 End Point Assessment

 The four EPA assessment methods are:

  • Practical Observation
  • Work Based Project
  • Interview to support the Work Based Project
  • Professional Discussion