Duration: 15 months
The Customer Service Practitioner apprenticeship programme provides an ideal training programme for anyone in a customer facing role. This could mean internal or external customers.
The training programme helps candidates develop the knowledge, skills and behaviours they need to enable them to provide a high quality service with a ‘right first time’ approach.
The programme is equally suitable for new staff with limited experience and existing staff who may have received little or no formal training in the subject.
Key elements of the apprenticeship include:
- Knowing your customers
- Understanding the organisation
- Meeting relevant regulations and legislation
- Understanding the role and its responsibilities
- Customer experience
- Product and/or service knowledge
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code and professional language
- Getting it ‘right first time’
End Point Assessment
Once the candidate has completed their training programme and both the employer and the tutor agree that all the elements have been completed and achieved, the candidate will undergo an ‘End Point Assessment’ undertaken by a third party organisation.
The End Point Assessment consists of three elements:
The showcase represents 65% of the total marks available. It is compiled after the candidate has completed their training programme and enables the candidate to select items from the portfolio of evidence they have accumulated during their training that showcase their development. The showcase may be presented and reviewed in a variety of ways such as a presentation, report or journal which may be presented either face to face or remotely (e.g. through a video conference call).
The observation represents 20% of the marks available and involves an Assessor observing the candidate in the workplace for a minimum of 60 minutes. The observation will be scheduled to enable the candidate to demonstrate key areas of development such as: presentation, equality, interpersonal skills, communication and personal organisation.
The discussion represents 15% of total marks available. It is a structured discussion between the apprentice and the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of the knowledge, skills and behaviours they have developed. It will usually last around 45 minutes.