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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.

  • What will I study?

    In this apprenticeship you will be required to cover the following core skills, knowledge and behaviours:

    Knowledge:

    • Understand the difference between internal and external customers
    • Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
    • Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation
    • Know how to use systems, equipment and technology to meet the needs of your customers
    • Understand your role and responsibility within your organisation and the impact of your actions on others
    • Understand how establishing the facts enable you to create a customer focused experience and appropriate response Skills:
    • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
    • Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications
    • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
    • Use an appropriate ?tone of voice? in all communications, including written and digital, that reflect the organisation?s bran
    • Be able to organise yourself, prioritise your own workload/activity and work to meet deadline
    • Show you understand the customer?s point of view Behaviours:
    • Take ownership for keeping your service knowledge and skills up to-date
    • Act on and seek feedback from others to develop or maintain personal service skills and knowledge
    • Frequently and consistently communicate and work with others in the interest of helping customers efficiently
    • Treat customers as individuals to provide a personalised customer service experience
    • Use communication behaviours that establish clearly what each customer requires and manage their expectations
    • Take ownership from the first contact and then take responsibility for fulfilling your promise
  • Who is this course for?

    This course is ideal if you have an interest in customer service.

    An apprenticeship is ideal if you want to;

    • Achieve a qualification
    • Gain valuable work experience and career development
    • Earn while you learn
  • How is the course assessed?
    • Day release once a month
    • Develop a portfolio of evidence
    • Assessments in the work place
    • To complete your apprenticeship, you will have to pass an end point assessment
  • General info

    All materials needed for the course are fully provided by Northampton College.

  • Progression and Career Opportunities

    After successful completion of this course you could progress your career within the customer service industry or onto a higher-level qualification.

  • Entry Requirements for new students
    • Applicants will typically hold:
    • 4 x GCSEs grade 9-3
    • Equivalent L1 qualifications appropriate to the apprenticeship
    • Initial assessment (BKSB and free-writing) will demonstrate the applicant is working at Entry 3 for English and mathematics
    • In the absence of the above, a professional discussion may be offered to confirm suitability for the programme and likelihood to achieve.

    *All applicants will be invited for interview with an apprenticeship advisor and the employer

    • Equivalent qualifications will be considered. In exceptional circumstances, applications which do not meet the formal entry criteria may be considered on an individual basis.
  • Admissions Process

    Be prepared to sit English and maths assessments. You will need to bring copies of your certificates for any qualifications already achieved A copy of your CV or application The interview process will include an informal advice and guidance session with one of our apprenticeship advisors in preparation for a formal interview with an employer (subject to suitability for the course and job)