Welcome to your online learning hub for your Level 2 Customer Service Practitioner Apprenticeship!
On this online platform, you will find:
Your Level 3 Business Administrator apprenticeship programme is effectively split into two parts. These can be described as the On Programme Assessment (with Velocity Academy) and the End Point Assessment(with Active IQ). Around 80% of your apprenticeship will be completed with Velocity Academy and the final 20% will be completed with Active IQ. The easiest way to understand this, is to relate your apprenticeship to learning how to drive a car. When you learn to drive a car, you spend the majority of your time with your driving instructor (In this case, Velocity Academy is the Driving Instructor). Then you come to your final assessment and this is completed by an external driving assessor (In this case, Active IQ would be the End-Point Assessor).
Technical knowledge and understanding is assessed on programme through completing work-based assignments. These must be passed before the end point assessment can take place. There are a number of assignments to complete over the duration of your apprenticeship.
The final, end point assessment is completed in the last few months of the apprenticeship. It is based on:
An Apprentice Showcase – The apprentice’s evidence will be showcased through completion of the following, in addition to the suggested supporting evidence, where applicable:
An Observation - Your Active IQ independent assessor will arrange to observe you in your normal place of work. The observation will enable you to evidence your skills, knowledge and behaviour from across the standard to demonstrate genuine and demanding work objectives. We will look to conduct this observation remotely. In order to do this, your on programme assessor will look to gain 4 x 15 minute video footage of you dealing with customers. This evidence will then be submitted to the end point assessor.
A Professional Discussion - The professional discussion is a structured discussion between you and the Active IQ independent assessor, following the observation, to establish your understanding and application of knowledge, skills, behaviours and attitudes. This will be conducted over zoom video conferencing and will last between 45-60 minutes.
An independent assessor will assess each element of the end point assessment and will then decide whether to award successful apprentices with a pass, a merit or a distinction
Organisations are identified by their brand, which is their trademark. A brand, sells 'the promise', or what the organisation promises to the customer.
As a customer service practitioner, it's important you understand regulations and legislation for both customers and your own employment.
You need to understand your own role and responsibility. Some organisations have key performance indicators (KPIs) to measure your development.
Organisations use a range of tools to manage service delivery. They use systems, equipment and technology to measure performance.
Organisations need staff who are confident in their knowledge of services and products, Pre, during and post purchase
An important part of any customer service role is delivering excellent customer service
The customer experience encompasses a customer's first contact with you. How you deal with them creates their impressions of you and the organisation.
Good quality customer care can depend on communication quality. Communication well can be challenging, but also rewarding.
In a customer service setting, you will be required to interact with customers using different forms of communication. In doing so, you will develop your interpersonal skills.
You can influence internal or external customers by providing clear explanations and offering options.
At work, it's essential that you organise your time, energy and resources efficiently.
