CODE: ST0072

          LEVEL: 2

          DURATION: 12 months

A work based development programme aimed at employees in job roles that deliver excellent customer service and customer satisfaction. Key responsibilities may include ensuring that customers receive the highest quality of service and communication, manage customer expectations and give cost effective solutions to customers and clients in line with the company vision, values and corporate social responsibility. Monitoring customer deliveries, communicating with retail distribution centres, reporting, and carrying out query management and resolution.

  • Understand the different needs and priorities of your customers and the best way to manage their expectations
  • Know the purpose of the business and know what ‘brand promise’ means
  • Know the appropriate legislations and regulatory requirements that affect your business
  • Know how to use systems, equipment and technology to meet the needs of your customers
  • Understand how establishing the facts enable you to create a customer-focused experience and appropriate response
  • Demonstrate ability to use a range of questing skills, including listening and responding to build rapport, determine customer needs and expectations, and achieve positive engagement
  • Use appropriate communication skills suited to your job role including written, verbal, non-verbal and electronic
  • Demonstrate ability to organise yourself, prioritise your workload and work to meet deadlines
  • Use appropriate signposting or resolution to meet customer needs and manage expectation
  • Take ownership of keeping your service knowledge and skills up to date
  • Demonstrate a belief in the services that offers
  • Demonstrate effective teamworking skills
  • Demonstrate personal pride in the job through appropriate dress and positive, confident language
  • Demonstrate a ‘right first time’ mentality

B-Skill directly delivers the whole standard through a delivery model that best suits the needs of the Employer. This can include 1:1 in the workplace, day release or a blended learning model that includes face-to-face sessions and distant learning via VLE.

Progression routes might include moving into a higher level Apprenticeship, such as Level 3 Customer Service Specialist. Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.


Helping you to achieve excellence

  • B-Skill Head Office
  • Suite A15, Milburn House
  • Dean Street
  • Newcastle-Upon-Tyne, NE1 1LE
  •  B-Skill Training Centre
  • Second Floor, The Investment Centre
  • 375 Stanley Road
  • Bootle, L20 3EF