This programme has been designed for apprentices who work in delivering high quality products and services to the customers of their organisation. Customer Service Practitioners need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. They will provide service in line with their organisations customer service standards and strategy and within appropriate regulatory requirements. Customer service roles include: Customer Service Trainee, Customer Service Advisor and Customer Service Assistant.
Apprentices must have access to real work which is valid and productive, providing opportunities to develop, practice and evidence knowledge and skills that have been learned. The employer is expected to provide and support the opportunity for off-the-job training for a minimum 20% of the apprentices working time. Defined as technical and knowledge development, this type of learning is undertaken outside of the normal day-to-day working environment. It can include activities such as; online learning; mentoring, role play, attendance to competitions and events, or revision and assignments set as homework.