General Duties: 

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• deal directly with customers either by telephone, electronically or face to face

• respond promptly to customer inquiries

• handle and resolve customer complaints

• obtain and evaluate all relevant information to handle product and service inquiries

• provide pricing and delivery information

• perform customer verifications

• set up new customer accounts

• process orders, forms, applications and requests

• organise workflow to meet customer timeframes

• direct requests and unresolved issues to the designated resource

• manage customers' accounts

• keep records of customer interactions and transactions

• record details of inquiries, comments and complaints

• record details of actions taken

• prepare and distribute customer activity reports

• maintain customer databases

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Training To Be Provided:

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At the end of your training, you will be required to complete an End Point Assessment to showcase what you have learnt throughout your apprenticeship.
 

Once the End Point Assessment has been completed and passed, you will achieve a Level 2 Customer Service Practitioner qualification.

Within the standard training, you will learn the knowledge, skills, behaviours and attitudes that are required for Customer Service. This will be met and assessed by a range of classroom taught modules, on and off-the-job training, and within the workplace you will demonstrate your competence through performance of tasks.
 

Functional Skills English and maths Level 1 and Level 2 may also be undertaken if required, for learners to have the opportunity to improve Literacy and Numeracy.