Course Overview

Begin your apprenticeship journey at BTC by applying for an apprenticeship on our website or through our prospectus form. Please apply for a full-time course as your second option. Then, have a look at relevant vacancies by visiting our vacancy page. If you haven’t found a suitable vacancy, you will automatically be placed into our Talent Pool.

As a member of our Talent Pool, you will be the first to hear about new vacancies and we offer support with CVs, interview techniques, employability skills and much more!

The role of a Customer Service Practitioner is to enhance the customer experience, foster satisfaction, and contribute to the overall success of the organisation. Effective communication, problem-solving skills, and a customer-centric approach are essential for success in this role. Many businesses, regardless of industry, prioritise customer satisfaction and employees with strong customer service skills understand the importance of putting the customer first, ensuring positive interactions that contribute to customer loyalty. Employees in customer-facing roles, act as ambassadors for the company. Strong customer service skills ensure that employees represent the brand positively, influencing customer perception and brand reputation. Great customer service skills lead to adaptability, marketability and effectiveness in any job!

Customer service practitioners are hugely influential in the delivery of a good customer experience and their satisfaction with an organisation. Customer service practitioners show excellent customer service skills and behaviours as well as strong product and/or service knowledge. They provide service in line with customer service standards and strategy and understand regulatory requirements. They assist customers either face-to-face or by phone, post, email, text and through social media. Customer service roles include: customer service trainee, customer service advisor, customer service assistant.

Included within the apprenticeship you will have the option to earn a BTC certificate in one of the following specialisms:

• Sales
• Retail
• Business

Apprentices need to complete 6 hours per week off-the-job trainingduring the on-programme phase of their apprenticeship. Specific rules govern this and it must take place in the apprentice’s contracted hours. Formative assessment of knowledge, skills and behaviours required in the delivery of theIntermediate Customer Service Pracitioner Apprenticeshipare broken down into the following modules.

Knowledge

• Knowing your Customers
• Understanding the Organisation
• Meeting Rrgulations/ Legislation
• Your Role & Responsibilities
• Customer Expereince
• Products & Services
• Systems & Resources

Skills

• Interpersonal Skills
• Communication
• Influencing Skills
• Personal Organisation
• Dealing with customer conflict & challenge

Behaviours

• Delveloping yourself
• Being open to feedback
• Team Working
• Equality
• Presentation
• Right First Time

Assessment Methods

On-programme support will include delivery of essential knowledge modules and an e-portfolio demonstrating competence. When you are ready to enter gateway, the assessor will support you in preparing for end point assessment via a series of mock activities.

Following this, your assessor, employer and yourself decide when you are ready to undertake the ‘End Point Assessment’ which includes:

• Showcase Report or Presentation
• Observation
• Professional Discussion

Progression Options

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

Alternatively you may have the opportunity to move to an Advanced Apprenticeship:

• L3 Business and Administration
• L3 Team Leader/ Supervisor
• L3 Improvement Technician
• L4 Project Management