Duration
Typical duration to gateway - 12 months (this does not include EPA period).

Occupation Profile
A typical job role is likely to 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. Learners will need to demonstrate excellent customer service skills and behaviours as well as product and / or service knowledge. Programme content includes: Understanding the difference between internal and external customers Understanding what 'brand promise' means Knowing what core values are and how they link to the service culture Relevant legislation and regulatory requirements How to monitor customer service levels using measurement and evaluation tools How to build trust with a customer Managing customer expectations Communication skills

Entry Requirements
Applicants must: Be a working within a Customer Service Role Achieve the required level of Maths and English as part of the apprenticeship if a recognised qualification is not already held Not hold a similar qualification Be employed and have the support of their employer to undertake the programme

Commitment
6 hours a week (based on a 30 hour week) of a learner's contracted hours must be given to support the completion of the programme. Tutor led sessions are a mandatory part of the course along with any other learning activities set by the assessor or tutor. Maths and English may need to be undertaken in addition to the main qualification depending on previous attainment in these areas. It is likely that the learner will be required to undertake research, reading and write ups to support their learning. The programme requires 100% commitment from the learner & employer to ensure successful completion.

Delivery
Our blended approach means that our programmes are flexible and enable apprentices to experience a range of learning and support opportunities in a variety of formats such as online or at a local ACL centre. The apprentice will have a dedicated tutor who they will meet (online or face to face) once a month who will guide them through their apprenticeship and prepare them for their End Point Assessment. Reviews of progress are carried out every 12 weeks with the learner, their line manager and the tutor. Additional workshops and seminars will be available to all learners to support additional learning and the off job learning requirement.

Benefits for Learners
1. Develop a range of essential skills they can apply in their work place 2. Understanding of customer service theories to support their practice 3. Confidence in dealing with customers and providing them with a quality experience

Benefits for Business
1. A motivated and productive team 2. Qualified staff that understand the importance of excellent customer service 3. Increased sales and improved customer satisfaction

End Point Assessment (EPA)
End Point Assessment (EPA) End Point Assessment (EPA) takes place at the end of the apprenticeship programme and is a comprehensive holistic assessment of the skills, knowledge and behaviours required as laid out in the apprenticeship standard. It is made up of: Apprentice Showcase (65%) - apprentices will reflect and present examples of their development over the whole on-programme period Practical observation (20%) - this is pre-planned and scheduled to take place in the apprentice's normal place of work. It will be carried out by an Independent Assessor and will last for 60-90 mins. The observation will enable the apprentice to evidence their skills, knowledge and behaviours as described in the apprenticeship standard. Professional Discussion (15%) - this will be a structured discussion between the apprentice and the Independent Assessor and follows on from the practical observation. It will establish the apprentice's understanding and application of knowledge, skills and behaviours. The professional discussion will need to take place in a suitable environment and will last for a maximum of one hour. If the result is a fail then a resit will be agreed with both learner and employer.

Progression
Job roles this can lead to: Customer Support Officer, Customer Service Co-ordinator, Customer Service Team Leader Customer Service Supervisor, Customer Support Representative, Customer Service Quality Assurance.