CUSTOMER SERVICE PRACTITIONER APPRENTICESHIP STANDARD
Duration: Typically, 12 months Level: 2
Customer Service practitioners ensure that the needs of the customers are satisfied. Their aim is to provide excellent customer service and promote customer-centric behaviours throughout the organisation they work for.
Regardless of the channel they work within-on the phone, social media, web chat or face-to-face with customers-customer service agents perform a vital role and keeping their skills sharp is essential for the agility of the organisation.
The apprentice must achieve the following on-programme assessment requirements prior to Gateway:
The decision to take an apprentice through Gateway is made between the employer, Independent Training Provider and apprentice. The apprentice must have achieved all the required on-programme elements before they enter Gateway.
There are 3 modules of assessment: The Apprentice Showcase, The Practical Observation and the Professional Discussion.
It is essential to demonstrate 100% of the Pass criteria learning outcomes to achieve the end-point assessment. To achieve a Distinction, the minimum percentage of Distinction criteria learning outcomes in each assessment must be met.
Future Job Prospects
Upon achievement of this qualification learners can progress into various job roles:
Future Learning Opportunities
Learners can progress to the Level 3 Team Leader/Supervisor or Level 5 Operations/Departmental Manager.