What's included? / Modules
Business focused service delivery
Providing a positive customer experience
Working with your customers / customer insights
Customer service performance
Business knowledge and understanding
Customer Journey knowledge
Knowing your customers and their needs/Customer Insight
Customer service culture and environment awareness
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.
Delivery and Assessment
The training is a blended learning delivery model, which takes place in the work place during working hours, wherever this may be, according to the apprentices role.
This consists of:
1 to 1 monthly meetings of approx. two hours with a GLP trainer (face to face or telephone)
On-line learning courses and/or group sessions
Building an electronic portfolio of workrelated evidence
Maths and English at Level 2 (if not previously achieved)
20% of time at work to be spent working towards apprenticeship
End Point Assessment (EPA) by an external examiner to complete qualification, consisting of: knowledge test, portfolio-based Interview & project presentation
Professional Qualifications, Career Progression, Links to professional Registrations
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.