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.
It usually takes 12 - 18 months to complete this apprenticeship during which you will participate in training, development and on-going review activities.These typically include:
There are no mandatory entry requirements for this apprenticeship framework.
The Customer Service Level 3 apprenticeship is suitable for such roles such as (not limited to)
Initial assessment will be used to ensure that you have a fair opportunity to demonstrate your ability.
Learning programmes can then be tailored to meet a range of abilities and to recognise prior knowledge and experience.
Apprenticeships are a mixture of skills assessment and the delivery of new skills and knowledge. Assessment is undertaken at the workplace whilst you perform
your job using a range of methods that include portfolio building, professional discussions and direct observations by an assessor
Completion times range from generally 12 months for an Intermediate level to 18 months for an Advanced level. However, these times can vary depending on the
skills, experience and your progress.
Advanced apprentices, with support and opportunities in the workplace, can progress onto:
Click the image above to download a pdf version of the L3 Customer Service apprenticeship programme outline