Customer Service Practitioner Apprenticeship

Details
Units Covered
End Point
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Overview

The customer service practitioner apprenticeship is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role.

This role requires apprentices to perform a range of service delivery functions that 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.

Apprentices may be the first point of contact and work in any sector or organisation type, their actions will influence the customer experience and the customer’s satisfaction with the organisation.

The Details

Duration: 12 months + 3 months End Point Assessment (EPA)

Cost: The apprenticeship is set at £3500 with a £175 + VAT employer contribution

Employers employing an Apprentice aged 16-18 years old and employ less than 50 employees will receive full government funding and be exempt from paying the employer contribution

Employers employing an Apprentice aged 16-18 years old will receive a £1,000 government incentive

On Programme Delivery

Functional Skills: Both maths and English are required at Level 1 or relevant GSCE results, but will attempt Level 2

Knowledge and Understanding

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Your role and responsibility

Customer experience

Product and service knowledge

Assessment in the Workplace

Your designated Assessor/Trainer will visit you in the workplace to support the development of your on-programme portfolio and to complete your quarterly reviews

Tracking Your Progress: Our electronic portfolio, OneFile will track your progress

People Involved in Your Apprenticeship

Assessor/Trainer: A qualified and experienced assessor

Group Quality Manager: Michelle Pointer

Gateway: On completion of the on-programme learning, the employer, training provider and learner will confirm that the apprentice is ready for the End Point Assessment

End Point Assessment (EPA)

Apprentice showcase worth 65%

Practical observation worth 20%

Professional discussion worth 15%

Grading

The apprenticeship includes pass and distinction grades which are applied at the end of the End Point Assessment with the final grade based on the performance in the apprentice showcase, practical observation and professional discussion.

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Contact Us

If you would like to make an enquiry please complete the contact form below

Bristol Centre - 01454 614203
Exeter Centre - 01392 829100
Newton Abbot Centre - 01626 832374
Plymouth Centre - 01752 348980
Redruth Centre - 01209 311001
Or contact us via email on: - enquiries@thefocustraininggroup.com
ESFA Service Desk Contact Information: - Telephone: 0370 2670001 Email: SDE.servicedesk@education.gov.uk