The role of a customer service practitioner is to deliver high quality products and services to the customers of your organisation. The apprentices core responsibility will be to provide a high quality service to your 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 usually be the first point of contact and work in any sector or organisation type.
Apprentices actions will influence the customer experience and their satisfaction with your organisation. KSA will ensure your apprentices demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. Apprentices will provide services in line with your 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.
Here at KSA we understand that not all businesses are same, especially since the arrival of Covid-19 and the difficulties it brings. With this in mind we do not deliver ‘off the shelf apprenticeships’, we prefer to offer a personal service to match our clients needs.
KSA will work with your development team to develop & design a bespoke apprenticeship programme that focuses on tackling real issues within your business. We will ensure that any programme aligns to client strategies as well as offering the flexibility needed to fit in with your current day to day demands.
This approach sees our current client rating on the Find apprenticeship training website stand at 100% excellent, with our key strengths being identified as ‘Adapting to my needs’ ‘Communication with employers’ and ‘Improving apprentice skills’.
We have also seen further praise from Ofsted, with the following comments being extracted directly from our last report published 11/03/2020.
‘Leaders and managers have a clear vision and strategy for the programmes that they offer. They work with the employer closely to plan and deliver the curriculum to meet its workforce development needs. Apprentices develop significant new knowledge, skills and behaviours as a result of their studies. They learn the theory of improvement techniques and apply it to real work projects that have tangible business benefits.’
‘Staff plan and deliver the curriculum so that apprentices develop and apply their theory knowledge to challenging work-based projects. The employer is closely involved in identifying projects that are matched well to apprentices’ job responsibilities and their business needs.’
For further details on the full standard see here