Duration: 18 months.
Entry requirements
- Level 2 Customer Service Specialist Standard
- Level 2 Functional Skills in maths and English, prior to reaching Gateway
- Candidates do not need to have managerial responsibilities to complete the apprenticeship, but should have elevated Customer Service responsibilities
Assessment methods
- End Point Assessment (EPA)
- Work based project supported with an interview
- Practical Observation
- Professional review on portfolio of evidence
Progression
Those who successfully complete this apprenticeship will be qualified to work in a number of customer facing roles in a range of different industries, including retail, sales, hospitality and entertainment.
There is also the option to stay in education and continue to study a relevant higher level qualification to further develop knowledge.
Workplace behaviours development
- Pro-actively keep your service, industry and best practice knowledge and skills up-to-date
- Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
- Work effectively and collaboratively with colleagues at all levels to achieve results
- Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
Skills and knowledge development
- Understand the impact your service provision has on the wider organisation and the value it adds
- Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
- Understand your business environment and culture and the position of customer service within it
- Find solutions that meet your organisations needs as well as the customer requirements
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Off-the-job training
Every apprenticeship includes off-the-job training – equivalent to one day per week. This takes place during time normally spent at work but does not include the usual daily duties and responsibilities carried out as part of their normal role. It can consist of work and tasks ranging from projects, lectures and seminars to day release, blended learning and training to use specialist equipment.
It can form part of regular weekly sessions or be combined for larger blocks of time, depending on the approach that works best for the employer.
onth 1-4
- Induction
- Teaching and learning activities and assessments focusing on a range of modules including:
- Business knowledge and understanding
- Customer journey knowledge
- Customer service culture and environment awareness
Plus additional modules
Month 5-8
- Teaching and learning activities and assessments focusing on a range of modules including:
- Ownership/responsibility
- Team working
- Equality
- Presentation
Plus additional modules
Month 9-11
- Revision of all module work
- Portfolio to be completed
- Mock End Point Assessments
- Functional skills to be completed
Month 12-15
- Gateway meeting
- End Point Assessments
- Professional discussion supported by portfolio evidence
- Work-based project to be completed and followed by interview
- Practical observation
Qualifications and accreditation gained
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
Career progression routes
- Customer Service Specialist
- Customer Services Coordinator
- Retail Supervisor
- Customer Service Specialist Team Leader
- Helpdesk Supervisor
- Senior Customer Services Advisor
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