Apprenticeship Overview

A work based learning programme aimed at colleagues 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.

Apprentices will be required to have or achieve level 2 English and maths, prior to taking their end point assessment.

DEVELOPING CORE KNOWLEDGE:

• 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

DEVELOPING CORE SKILLS:

• Demonstrate ability to use a range of questioning 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 resolutions to meet customer needs and manage expectations

DEVELOPING CORE BEHAVIOURS:

• Take ownership of keeping your service knowledge and skills up to date
• Demonstrate a belief in the services that are offered
• Demonstrate effective team working skills
• Demonstrate personal pride in the job through appropriate dress and positive, confident language
• Demonstrate a ‘right first time’ mentality

Progression Routes From This Apprenticeship

• Level 3 Customer Service Specialist

*The End Point Assessment duration for this Apprenticeship is 3 months