On Demand
Duration: 15 Months
Code: AVP000260P

WHAT DOES THIS COURSE INVOLVE

You will be an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

You will often be an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service.

Skills an apprentice will learn:

  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision-making and providing recommendations or advice.

  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches.

  • Find solutions that meet your organisations needs as well as the customer's requirements.

  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes.

  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.

  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.

  • Demonstrate a cost-conscious mind-set when meeting customer and the business needs.

  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format.

  • Proactively gather customer feedback, through a variety of methods.

  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service.

  • Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions.

ASSESSMENT METHOD

The end-point assessment consists of three parts. The practical observation takes place in the last three months and will be an observation of your work in the workplace.

The work-based project and interview occurs in the last two months of the apprenticeship and will involve the submission of a project.

The professional discussion reviews the portfolio of evidence that has been developed during the programme.

FUTURE OPPORTUNITIES

You could progress to a management qualification, such as a team leader apprentice or an operational or departmental manager.

ENTRY REQUIREMENTS

Maths and English at grades 9-4. You will also need to be in relevant employment, but we can help you find this. To be an apprentice, you will need to find a suitable employer. Click here for advice: How to Apply

WHAT DO I DO NEXT?

  • Ready to apply – please use the ‘apply now’ button at the top of this page.

  • I’d like to visit and see the facilities and chat to staff – see when our next open event is here

  • I have a quick question – use our Live Chat facility on the bottom right of this page.

Full Fee: £0.00 ?

Supported Fee: £0.00

Most people qualify for FREE tuition and material fees due to discounts we offer. Click on the icon(s) below to find out what you’ll need to pay.

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