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This new apprenticeship standard is designed as a minimum 12-month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role.
This role requires apprentices to perform a range of service delivery functions that 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.
Apprentices may be the first point of contact and work in any sector or organisation type, their actions will influence the customer experience and the customer’s satisfaction with the organisation.
No prior knowledge, understanding, skills or qualifications are required before learners register for this qualification. Candidates will need to be on an apprenticeship programme, or be otherwise employed in a customer service role.
There are three components that make up end-point assessment for the Customer Service Practitioner Apprenticeship standard.
End-point assessment will consist of a:
To be awarded the Apprenticeship in Customer Service Practitioner Level 2, candidates must achieve the following components:
With further training and development, learners can progress to more senior or complex job roles, including customer service specialist roles and management.