Anne Colgan
The course is great fun - whether it’s for a career or just to enjoy. Most people are nervous when you meet a bunch of new people, but everyone was there to learn and have fun!
Entry Requirements
English and Maths GCSE's grades 2/D or above or equivalent. Individual employers may have their own higher entry requirements.
Details
On an apprenticeship programme, you will learn and develop a range of knowledge, skills and behaviours. These include:
- Know the purpose of the business and what ‘brand promise’ means
- Understand types of measurement and evaluation tools available to monitor customer service levels
- Understand the products or services that are available from your organisation and keep up-to-date
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
- Use appropriate sign-posting or resolution to meet your customers’ needs and manage expectations
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
- Being open to feedback
- Equality - treating all customers as individuals
- Self development
End Point Assessment:
Apprentices without Level 1 English and Maths will need to achieve prior to taking the end-point assessment. The apprentice must complete all elements of the on programme learning to achieve the assessment gateway requirements. The EPA consists of 3 assessment methods:
- Apprentice Showcase
- Observation
- Professional Discussion
Work Experience
As part of the apprenticeship there is a dedicated off the job learning requirement. This is a minimum of 6 hours
per week for the duration of the apprenticeship.
Role Development:
- Observing colleagues
- Receiving mentoring
- Shadowing
- Training
Programme Development:
- Teaching or learning the theory related to their roles
- Coursework
Progression
Progression from this apprenticeship could be into a customer service specialist apprenticeship/position.
Typical Job Roles: Customer Service Trainee, Customer Service Assistant, Advisor, Call Agent, Sales Executive, Receptionist
