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ENTRY REQUIREMENTS 

As part of this standard you will need to work towards Level 2 and achieve Level 1 functional skills in Maths and English.

 

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APPRENTICESHIP DURATION

18 months total duration with 15 months learning and 3 months end point assessment

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FUNDING 

Maximum of £4,000 if you are a Levy payer. Maximum of £200 if you are a non-Levy company.

WHO IS THIS FOR?

This apprenticeship standard is an ideal programme for those wishing to become a ‘professional’ for direct customer support within all sectors and organisation types.

Developing skills to be an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

WHAT YOU WILL LEARN

This apprenticeship is delivered through a combination of planned learning sessions, workplace visits, on and off the job training and 1 to 1 support. 

It covers areas such as:

  • Exploring organisations current business strategy for customer service and make recommendations for improvement

  • Understand a range of leadership styles and apply them successfully in a customer service environment

  • Know your internal and external customers and how their behaviour may require different approaches from you

  • Understand how customer expectations can differ between cultures, ages and social profiles

END POINT ASSESSMENT & PROGRESSION

This apprenticeship includes an end point assessment consisting of:

  • Practical observation with question & answers

  • Work based project supported by an interview

  • Professional discussion based on a portfolio of evidence

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

MAKE AN ENQUIRY

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AWARD WINNING
APPRENTICE STORIES

Read the stories of award winning apprentices from PM Training who have progressed and achieved great things with their employers.