Customer Service Practicitoner and Specialist

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Customer Service Practitioner - Level 2

The Customer Service Practitioner is designed to provide the Knowledge, Skills and Behaviours required to enable the delivery of high quality customer service in both large and small businesses in the public, private and charitable sectors. It is ideal for those practitioners who are new to the role or have developmental needs. They will deliver customer service from the workplace, digitally or through visiting customer premises. They may be one off or routine contacts and include dealing with orders, payments, advice, guidance or support, after care, problem solving or sales.

Added Value

Adult Education is pleased to be able to offer the BTEC Diploma for Customer Service Practitioners qualification at no extra cost to support the learner and employer with gaining the required skills. Adult Education will also work with both the employer and the learner to identify a personalised training programme.

Commitment

This Apprenticeship is typically 12 months long, with an additional three months for End Point Assessment. 20% of the Apprentices time should be spent in off the job learning. Time will need to be allocated for learning. Adult Education provides workshops that support the apprentice in gaining the knowledge required to achieve their programme. We also offer clinics where learners can attend for advice and support if they are struggling with their assignments or projects. Every twelve weeks a formal review will take between the learner, employer and assessor where progress/ concerns to date and targets for the next twelve weeks are discussed and agreed. Dedicated trainer and assessors will support the delivery from providing training in our specially written workshops to monthly assessment visits to aid and support progression, generate evidence and provide guidance and support.

Eligibility

Whilst the eligibility is agreed with the employer, we would recommend that apprentices are able to work towards GCSE grade 4-9 (A- C) in Maths and English.

Customer Service Specialist - Level 3

The Customer Service Specialist is designed to provide the Knowledge, Skills and Behaviours required to enable the delivery of high quality customer service in both large and small businesses in the public, private and charitable sectors. It is ideal for those specialists who are new to the role or have developmental needs or would like to develop skills be a professional for direct customer support. They will act as a referral point for dealing with more complex or technical requests, complaints or queries. They will be the escalation point for more complicated or ongoing problems.

Added Value

Adult Education is pleased to be able to offer the BTEC Diploma for Customer Service Specialist qualification at no extra cost to support the learner and employer with gaining the required skills. Adult Education will also work with both the employer and the learner to identify a personalised training programme.

Commitment

This Apprenticeship is typically 15 months long, with an additional three months for End Point Assessment. 20% of the Apprentices time should be spent in off the
job learning. Time will need to be allocated for learning. Adult Education provides workshops that support the apprentice in gaining the knowledge required to achieve their programme. We also offer clinics where learners can attend for advice and support if they are struggling with their assignments or projects. Every twelve weeks a formal review will take between the learner, employer and assessor where progress/ concerns to date and targets for the next twelve weeks are discussed and agreed. Dedicated trainer and assessors will support the delivery from providing training in our specially written workshops to monthly assessment visits to aid and support progression, generate evidence and provide guidance and support.

Eligibility

Whilst the eligibility is agreed with the employer, we would recommend that apprentices are able to work towards GCSE grade 4-9 (A- C) in Maths and English.

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