CUSTOMER SERVICE APPRENTICESHIP

LEVEL: 2 APPRENTICESHIP
EXAMINING BOARD: OCR
TYPE OF STUDY: FULL-TIME

The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their organisation. 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

Studying at Richard Huish College, as part of this 12 month Apprenticeship, you will work towards developing the knowledge required under the Apprenticeship Standard and underlying skills in applying this.

At work, you will build your portfolio as you develop skills and behaviours across a range of areas, demonstrating strong communication skills and adopting a proactive approach to developing skills. You will demonstrate initiative and excellent personal organisation, team working and interpersonal skills, dealing with customer conflict and challenge with patience and empathy to manage and meet their needs and expectations.

You will be supported by an assessor allocated by Richard Huish College; your work based mentor, and you will attend classroom based sessions which will cover knowledge areas including: knowing your customers, understanding the organisation, and meeting regulations and legislation.

You will spend 20% of your working hours in study and development throughout the Apprenticeship until you are ready to complete the programme with an industry designed End Point Assessment.

There are no formal entry requirements, however, before completion of your Apprenticeship, you must have achieved a Level 1 qualification in English and Maths and have taken tests at L2 in these subjects.

You must be employed in a suitable role to be able to evidence the skills areas as mentioned in the overview section.

How will I be assessed?

You will be assessed by an on-programme assessment of portfolio and End Point Assessment.