Customer Service Apprenticeships
The new Customer Service apprenticeship standards are designed to support apprentices who wish to gain the skills, knowledge and behavioural competencies required to work in a Customer Service Practitioner Level 2 or a Customer Service Specialist Level 3.
Level 3 Customer Service Specialist apprentice will develop a specialist set of skills, knowledge and behaviours that can be applied in many types of environments including contact centres, retail, webchat, service industry or any customer service point within an organisation. They will be advocates of Customer Service and act as a referral point for dealing with complex or technical customer requests, complaints, and queries and an escalation point for complicated or ongoing customer problems.
Apprenticeship Standard: Customer Service Practitioner Level 2
Course Duration: 12 Months
Resources:
- Apprenticeship Handbook
- EPA Practise and Prepare Resources
- Learning workbooks
End Point Assessment:
- Portfolio / Journal Review/Showcase
- Professional Discussion / Interview
- Observation of Practice
Apprenticeship Standard: Customer Service Specialist Level 3
Course Duration: 12 Months
Resources:
- Apprenticeship Handbook
- EPA Practise and Prepare Resources
- Learning workbooks
- Apprentice 360
End Point Assessment:
- Work Portfolio / Journal Review / Showcase
- Professional Discussion / Portfolio
- Observation of Practice