Our Customer Services apprenticeships take a minimum of 12 months to complete. Customer Service practitioners are generally on the front line of the company, dealing with customers either face to face or by means of electronic communication. The focus of this role is to deliver high customer satisfaction by advising, aiding, and dealing with customers on a daily basis. This role can operate in any industry or organisation type.
The candidate will be employed for at least 30 hours a week; hours and days will be dictated by the need of the employer.
Duties will include but not limited to:
Once the apprenticeship has been achieved the candidate will:
Knowing your customers – Understand the different needs and priorities of your customers and the best way to manage their expectations
Understanding the organisation – Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation
Meeting regulations and legislation – Know the appropriate legislation and regulatory requirements that affect your business
Systems and resources – Know how to use systems, equipment and technology to meet the needs of your customers
Your role and responsibility – Understand your role and responsibility within your organisation and the impact of your actions on others
Customer experience – Understand how establishing the facts enable you to create a customer focused experience and appropriate response
Product and service knowledge – Understand the products or services that are available from your organisation and keep up-to-date
Interpersonal skills – Use a range of questioning skills, including listening and responding in a way that builds rapport.
Communication – Use appropriate communication skills
Influencing skills – Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation
Personal organisation – Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines
Dealing with customer conflict challenge – Demonstrate patience and calmness
Developing self – Take ownership for keeping your service knowledge and skills up-to-date
Being open to feedback – Act on and seek feedback from others to develop or maintain personal service skills and knowledge
Team working – Frequently and consistently communicate and work with others in the interest of helping customers efficiently
Equality – treating all customers as individuals
Presentation – dress code, professional language
“Right first time” – Use communication behaviours that establish clearly what each customer requires and manage their expectations
All our apprenticeships are delivered through blended learning techniques. This means there will be a mixture of self-studying, theory delivered by your tutor either online or in person, a series of one-off webinars followed up with seminars delivered by our carefully selected ‘sector experts’. Our e-portfolio software allows you to access your work and view your progress at any time, from any device.