Customer Service… | NSCG - Newcastle & Stafford Colleges Group
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Course overview

The topics you will cover whilst training include:
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.

Typical job roles include:
Customer Service Apprentices may be the first point of contact and will work in a range of roles including Customer Service Assistants and Representatives/Agents.

What else do I need to know?

On an apprenticeship programme you usually will work for a minimum of 30 hours a week for the employer and then have one day a week at college or designated time in the workplace.
Some job roles will require a DBS before starting, you will be advised at interview stage if this is required.

Whilst you are on an apprenticeship your employer pays you a salary, this includes all off the job training.

What are the entry requirements?

High working standards, communication and problem solving skills, plus the ability to work in a team, along with a keen interest in information technology are ideal qualities for candidates.

Candidates need a minimum of four GCSEs grade A-C or grade 4 and above and in math’s & English. If you do not have a suitable math’s and English or IT qualification, you will complete initial assessments to identify if you can achieve Functional Skills at level 1

How is it assessed?

To achieve your apprenticeship you will also need to achieve a minimum of a pass in the end point assessment.

Where the apprentice has not already achieved Level 1 English and Math’s, they must do so before taking the end-point assessment.
The End Point Assessment includes:
• Practical observation
• Apprentice showcase
• professional discussion

What financial support is on offer?

While you are on an apprenticeship your employer pays you a salary and supports you whilst you undertake your training

What can I do next?

If you successfully achieve all parts of the apprenticeship, your assessor will discuss your next steps to take. Dependent on your roles and responsibilities, this may be the next level of the subject you have been studying already or a different pathway.

How do I find out more?

Telephone: 01782 254287 (Newcastle office) or 01785 275660 (Stafford office)
Email: apprenticeships@nscg.ac.uk

Business & Professional Studies

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