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Customer Service Practitioner

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your 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. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Modes of delivery available

On-site at employer or off-site at any of our Impact Academy training centres
 
Appropriate sites
 
Via e-learning, e-portfolio and webinar through our e-learning platform
Tutor visits on-site at employer
Telephone and e-mail support

Delivery Model

A typical delivery model for the CSP L2 standard is 12 months in duration.

Included in the delivery model:

  • Knowledge requirements
  • Skills requirements
  • Behaviour requirements
  • Portfolio of evidence
  • Preparation for End Point Assessment (including mock practical task, mock knowledge test and mock interview)

Our aim is to support organisations to 
develop talent  
for a greener future

We specialise in Energy and supporting individuals with a desire to pursue a career in the Energy sector, including being the first national energy apprenticeship training provider offering Junior Energy Manager Level 3. We work with some of the UK’s top organisations in the public sector, construction and travel.