Customer Service Practitioner Level 2
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.
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. 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.
A Swarm trained Customer service apprentice will develop a more commercial mindset, understand the needs of the business and think creatively in helping to develop ideas to further the customer experience.
It will typically take up to 12 months+ to complete, although the exact duration will be dependent on the previous experience of the individual.
Level: Level 2
Duration: 12 Months
*Apprentices without level 2 English and Maths will need to achieve this level prior to taking the end-point assessment.
How Its Delivered:
Monthly one to one tuition and mentoring
Regular full day training workshops (in a central location)
Management of a real business impact project
Assigned a business mentor to aid in impact development
E-Portfolio and training resources
End point assessment at the end of the course
Entry Requirements :
Learners must be employed within a role that will enable them to evidence the requirements of the qualification. Learners should also possess communication skills sufficient to allow them to address the assessment requirements of the qualification.