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What will apprentices learn?
• Understand who customers are.
• Understand the difference between internal and external customers.
• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
• Know the purpose of the business and what ‘brand promise' means
• Know your organisation’s core values and how they link to the service culture.
• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
• Know the appropriate legislation and regulatory requirements that affect your business.
• Know your responsibility in relation to this and how to apply it when delivering service.
• Know how to use systems, equipment and technology to meet the needs of your customers.
• Understand types of measurement and evaluation tools available to monitor customer service levels.
• Understand your role and responsibility within your organisation and the impact of your actions on others.
• Know the targets and goals you need to deliver against.
• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
• Understand how to build trust with a customer and why this is important.
• Understand the products or services that are available from your organisation and keep up-to-date.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Applicants are likely to have 4 GCSEs A*- C / 9 - 4, including Maths and English, or equivalent, and will need to demonstrate the ability to achieve all elements of the apprenticeship during their programme, including working in a suitable job role.

Free to apprentices. This apprenticeship has a £3,500 funding band. Small companies may need to make a contribution of £175; large companies could pay through the apprenticeship levy if they have funds available.

Qualifications included:
• Level 1 Functional Skills in English and Maths
• Level 2 Customer Service Practitioner Apprenticeship