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.
Customer Service Practitioner: Apprenticeship details, themes and topics
Apprenticeship Summary
Apprenticeship: Team Leader
IFATE Reference: ST0072
Recommended End Point Assessment Organisation: TQUK
Recommended Program Duration: 13 months
Entry Requirement: employed in a relevant job role
Minimum Weekly Employment Hours: 16
Apprenticeship Levy Tarif: £3500
This apprenticeship is delivered using a blended approach combing the learning and assessment activities described below.
Core Themes and Topics
- knowing your customers
- understanding your organisation
- regulations and legislation
- systems and resource
- the customer experience
- product and service knowledge
- communication skills
- interpersonal skills
- influencing
- organisational skills
- developing self
Functional Skills
We work with all of our apprentices to continually improve their English and maths skills. We use a combination or e-learning, online teaching and 1-2-1 coaching to ensure that all OTMA graduates attain at least a level 2 certification.
For those already at level 2 we provide additional stretch and challenge learning which is integrated into the main apprenticeship programme.
Progression
Individuals that successfully achieve the Customer Service Practitioner apprenticeship standard will be well placed to progress within the industry into leadership or specialist travel roles and onto a higher level of training or apprenticeship in management.
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