Occupation profile

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.

Programme delivery

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:

  • Induction which is specific to your workplace
  • Study days and training courses (in work time)
  • Mentoring/buddy support
  • Completion of a portfolio through which you gather evidence of your progress
  • Structured one to one reviews of your progress with your employer and Dynamic Training

Entry requirements:

There are no mandatory entry requirements for this apprenticeship framework.

Programme qualifications & requirements

  • Level 3 Diploma in Customer Service
  • Functional Skills Maths (Level 2) * exempt subject to having achieved GCSE A-C previously
  • Functional Skills English (Level 2) * exempt subject to having achieved GCSE A-C previously

Suitable roles

The Customer Service Level 3 apprenticeship is suitable for such roles such as (not limited to)

  • Customer Relationship Manager
  • Customer Service Coordinator
  • Customer Service Team Leader

Initial assessment

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.

Assessment

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

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.

Progression

Advanced apprentices, with support and opportunities in the workplace, can progress onto:

  • A Higher Level Apprenticeship programme in Contact Centre Management, Business & Professional Administration or Leadership & Management
  • Further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
  • A range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.

Click the image above to download a pdf version of the L3 Customer Service apprenticeship programme outline