Apprenticeships in customer service are a great way for learners new, and currently working in, front facing roles to gain and develop the skills they need to provide a high-quality service to customers.
Roles in customer service are hugely diverse with employees working across all sectors and interacting with customers through mediums such as face-to-face, telephone, post, email and live-chat. At Kendal College, we recognise this diversity across the industry and reflect this in our flexible approach to teaching.
A full list of our apprenticeship programmes can be found below:
Customer Service Practitioner, Level 2
Course Overview
The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, aftercare, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Entry Requirements
Ideally, learners should hold 4 GCSEs at grade (3-9) including English and Maths and be employed for thirty hours a week or more.
Topics Covered
Knowing your customers, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience and 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 and professionalism.
Delivery
Day release.
Assessment
Learners will be assessed through a showcase, practical observation and professional competency interview.
Start Date
September
Duration
12 Months
Customer Service Specialist, Level 3
Course Overview
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, service industry or any customer service point.
Topics Covered
Knowing your customers, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience and 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 and professionalism.
Delivery
Day release
Assessment
Learn Knowing your customers, Understanding the organisation, Meeting regulations and legislation, Systems and resources, Your role and responsibility, Customer experience, Product and service knowledge, Interpersonal skills, Influencing skills, Dealing with customer conflict and challenge, Presentation – dress code, professional language.
Start Date
September
Duration
15 Months
