Details of standard
Occupational profile
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.
Duration
The apprenticeship will take a minimum of 12 months to complete
Level
This apprenticeship standard is at Level 2.
Mandatory Qualifications
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
The Level 2 Diploma for Customer Service Practitioners is designed to support both on-the-job and off-the- job training and development for apprentices undertaking this standard.
Career progression
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Progression route onto Customer Service Specialist Level 3.
