This apprenticeship will build skills and knowledge in employees or new recruits working in the following customer service roles:
- Customer Service Advisor
- Customer Service Operator
- Call Centre Advisor
- Help Desk Operative
- Service Agent.
Whatever job role or sector a customer service apprentice might work in, they will be learning and understanding the key concepts of customer service and how to apply customer service knowledge and skills in the workplace. Skills, knowledge and behaviours include:
- Principles and practices of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector-related knowledge includes equality and diversity, organisational structure and environment, and legislation and regulations that govern the industry.
- Communicating with customers using appropriate communication channels, resolving customer problems and complaints, building relationships with customers, promoting additional products and/or services and the ability to improve own learning and performance.
- Personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS).