Customer Service Practitioner

The role of a customer service practitioner apprentice 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, aftercare, 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.

Illustration of a feminine person of colour with long black hair wearing a grey suit with a red shirt and juggling customer service tasks

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.

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.

Duration: Minimum of 12 months

Level: Level 2

Qualifications: Customer Service Practitioner apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their apprenticeship

Progression: Completion of the Customer Service Practitioner apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level

USEFUL LINKS

Download the Level 2 Customer Service Practitioner Handbook
View on the Institute for Apprenticeships and Technical Education website

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