Customer Service Practitioner
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, after care, 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.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Apprenticeships can play a key role in developing a business and securing success in achieving business targets and goals. When used correctly, an apprenticeship programme can be highly relevant to fill skill gaps for specific roles.
Our delivery model and partnered approach, ensures your business benefits from the apprenticeship programme.
The key roles for a Customer Service apprentice are:
- Customer Service Advisor
- Call Centre Advisor
- Service Agent
- Customer Service Operator
- Help Desk Operative
Opportunities for apprentice graduates to progress onto are:
- Customer Service Champion
- Customer Experience Team Leader
- Call Centre Supervisor
- Help Desk Supervisor
This apprenticeship programme runs in cohorts and have dedicated academic start dates. The apprentice will be required to attend 7 full day teaching and learning sessions for this apprenticeship programme. These teaching and learning sessions are a requirement for the apprentice to learn the needed knowledge, skills and behaviours to develop as a Customer Service Practitioner and to achieve their apprenticeship assessments.
The apprentice will also be required to attend 1 additional half day for their assessment at the end of the apprenticeship in order to complete their End-Point Assessment.
Breakdown of Apprenticeship Programme
Stage 1 – Induction & Initial Assessments
During this stage, Velocity Academy will complete the apprenticeship on-boarding process with you and your employer. During this, the apprentice will complete an induction to your apprenticeship programme and the apprentice will also complete initial screening assessments for their functional skills.
Stage 2 – Your Learning
During stage 2, the apprentice will receive their tuition attendance dates for their required apprenticeship programme. These tuition dates will be hosted through Velocity Academies Online Live Classrooms and lead by your dedicated programme lead. The apprentice and the employer will also be invited to an apprenticeship review meeting every 6 weeks with their apprenticeship programme lead.
Stage 3 – Mock EPA Activities
As the apprentice gets towards the end of their apprenticeship programme, they will be preparing for their End-Point Assessment (EPA) activities. Consider these as the final summative assessments that will lead to the apprentice achieving their apprenticeship. During this time, the apprentice will be conducting mock assessments with their programme lead.
Stage 4 – End-Point Assessment & Graduation
This is the final stage of the apprenticeship programme. The EPA activities are lead by the awarding body and the apprentice will be allocated an assessor from the awarding body to complete their assessments with. Once the apprentice has completed these assessments and passed them, they would then be ready for graduating from their apprenticeship programme.
As a Non-Levy employer (SME), you’ll have an annual pay bill of under £3m. Non-Levy paying employers will share the cost of training their apprentices with government – this is called ‘co-investment’; the government pays 95% towards to the cost of apprenticeship training with the employer paying the remaining 5%.
Small, Medium Employer (under £3m annual payroll)
- £17.50 per learner per month (5% employer contribution *10 months = £175) + VAT
Small Employer Incentive
The government recognises that smaller employers have historically played a very important role in helping young and disadvantaged people into the workforce. They continue to support small employers to take on younger Apprentices (16-18).
So, for employers with fewer than 50 employees, the government will pay 100% of the Apprenticeship training costs for these individuals.
£1,000 is available to any employer taking on a 16-18 year old apprentice, or a 19-24 year old with an EHC plan; also available for Levy employers.
Levy Employer (over £3m annual payroll)
- On Programme: £200 per learner per month * 14 months = £2,800 (80%)
- End Point Assessment: £700 (20%)
- Total Cost = £3,500