The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.

The apprentice’s core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and 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.

They will be the first point of contact and work in any sector or organisation type. The apprentice will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. They will also provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.