Customer Service 

The Customer Service Apprenticeship standard provides an ideal training programme for anyone providing products and services to customers of an organisation.  These could be:

  • ‘internal’ customers (for example other members of staff using the services of your department) or

  • ‘external’ (consumers or business representatives who are buying or have bought your organisation’s products or services).

 

It can also provide excellent CPD (continuous professional development) training for staff already in post who have little or no formal training in the subject.

The role responsibility will be to provide a high quality service to customers which will be delivered from the workplace.

Course content

The Apprenticeship Standard consists of three elements:-

Knowledge

Skills

Behaviours

  • Knowing your customers

  • Understanding the organisation

  • Meeting regulations and legislation

  • Your role and responsibility

  • Customer experience

  • Product and service knowledge

  • Interpersonal skills

  • Communication

  • Influencing skills

  • Personal organisation

  • Dealing with customer conflict and challenge

  • Developing self

  • Being open to feedback

  • Team working

  • Equality - treating all customers as individuals

  • Presentation - dress code and professional language

  • “Right first time”

 

Qualifications

There are no Ofqual qualifications (such as Diploma or Certificate) included in this Apprenticeship standard.  If a qualification is required, please ask us about this when you enquire.

English and Maths

If Apprentices do not already hold level 1 qualifications in these subjects on entry, they will complete them as part of their Apprenticeship.  If they do hold level 1 qualifications but not level 2, they will be offered the opportunity to work towards these as part of their training.

Delivery

The programme typically takes 15 months to complete.  Following Covid-19 we have moved to a completely remote delivery model which includes: 

  • Videocall tutorials

    • Recording allows candidates to retain and review these

    • Screenshare and cloud-based file management allow real-time collaboration and editing of documents

  • Virtual classroom workshops (subject to individual need)

    • These enable candidates to get to know and collaborate with other participants in the programme

  • Quarterly Progress Reviews involving the tutor, the candidate and the employer

  • E-learning modules 

  • The development of an electronic portfolio of evidence (e-portfolio)

  • Completion of a work-based project

The monthly tutorial is used to: 

  • Provide teaching and learning to cover knowledge requirements 

  • Plan future learning and set SMART targets 

  • Set coursework/assignments

  • Review and assess coursework and provide feedback
     

The Apprentice records evidence of their learning in their e-portfolio.  Evidence/ coursework can include: documents (reports, assignments etc.), spreadsheets, observations, professional discussions and witness testimonies from the line manager.

At the start of the programme, the tutor will work with the employer and the employee to develop a Plan of Learning which will be designed to ensure that it meets the needs of both.


End Point Assessment (EPA)

When the employer, the Apprentice and the tutor all agree that the apprentice is ready, s/he passes the ‘Gateway’.  This means the training is completed and the Apprentice registers for their End Point Assessment (EPA).

The EPA is managed by City & Guilds and consists of:

  • a showcase portfolio of evidence

  • a practical observation in the workplace lasting at least one hour

  • a professional discussion with an external assessor lasting one hour.  This is usually done using web-conferencing software that enables video and screen sharing.

 

Progression options

The primary choice for Apprentices completing the CSP apprenticeship is to progress to the level 3 Customer Service Specialist Apprenticeship standard.  This programme offers a seamless progression opportunity for those completing this course and allows them to further develop their professional skills as well as developing some supervisory responsibilities.  If this is not the preferred choice, there are many other options for further study at level 3.

Tutors will discuss career and progression options with Apprentices and employers throughout the Apprenticeships and especially as Apprentices near completion. 

CONTACT

ADDRESS

Chalkwell Park Drive Leigh On Sea Essex SS9 1NH

Telephone 01702 714 519 

email cv@gatewaytrainingconsortium.co.uk

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