This QCF qualification provides learners with a wide range of knowledge and skills required to work in a customer service role. It provides learners with the skills and knowledge needed to deliver customer service, understand customers and employer organisations
This qualification is ideal for people who have the scope to bring about permanent improvements in service delivery that benefits their organisation and its customers. Learners don’t necessarily have to be in a role where they’re directly responsible for people and will benefit those already working in, or seeking work in a customer related role as listed below:
The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation. The core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or by 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.
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.
The qualification is designed for entry and progression within employment; however, it also offers progression onto the:
In light of the reforms to Traineeship funding, an employer-led Trailblazer group have currently finalised the development of new Customer Service Practitioner Traineeship Standards at levels 2 and Customer Service Specialist Traineeship Standard. These Standards relate to specific roles in customer service settings, and after a period of running in tandem will replace the current Traineeship Frameworks in Customer Service.
*Eligibility rules may apply (subject to funding availability). To register, please contact us on 020 3633 8782 or apply now here
