Farnborough College of Technology
FOR ADVICE CALL 01252 40 55 55

About

About this course

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.

Your actions 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.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Contact Us

If you have any questions about this course then please contact us by phone on 01252 40 55 55 or message us.

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Studies include

What modules are covered?

What does the apprenticeship cover?

  • The apprenticeship made up of Knowledge, Skills and Behaviours.
  • Knowledge is taught within college, one day every two weeks
  • Skills are taught within the work place. You will need to generate a portfolio of evidence to demonstrate the following skills: interpersonal skills, communication, influencing skills, personal organisation and dealing with customer conflict and challenge. You will be allocated a work based assessor to support you with this.
  • You will be taught about expected behaviours for the industry and general employment.
  • If you do not have a 4 or above (A-C) in English and Maths you will be required to study Functional Skills at Level 2.
  • End point assessment is the final stage of your apprenticeship and you must pass this to achieve your apprenticeship.  It is the chance to show the skills, knowledge and behaviours you have gained throughout you apprenticeship.

Find out about the new standard, click on the link:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner/

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Progression

What Next?

Once you have completed this Apprenticeship, you can progress onto a Level 3 Apprenticeship in Customer Service.

Also, completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

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Entry Requirements

What previous qualifications and experience will I need?

The training programme is intended for new or existing staff progressing from the Intermediate Level Apprenticeship or for staff with some experience of working in or providing support within a customer service environment, such as retail or other service type industries. Applicants must be aged 16 and over with GCSEs A*-D or 5-9 in Maths and English. GCSE’s will be considered along with the results of an initial assessment.
This programme is suitable for Customer Service Trainee, Assistant, Representative or Agent.

 

Further information or to recruit an apprentice, please contact our
Employer Hotline on 01252 407299
or visit www.farn-ct.ac.uk/apprentice
Apply for this course
Apply for this course
Or arrange a visit to one of our Open Events