Apprenticeship Programme Overview
The purpose of this apprenticeship is to provide your people with the knowledge, skills and behaviours so they can influence the customer experience and their satisfaction with your organisation.
This could include routine contacts with your customers as well as 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.
The apprentice will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.
The apprentice’s customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
This programme is fully customisable.
What Will Your Employees Improve?
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
- Developing self
- Open to feedback
- Team working
- Customer equality
- Personal presentation
- “Right first time”
Developing Your Programme
Key to the success of your apprenticeship programme will be for MTD to work in partnership with you to develop your programme so that it reflects your mission, values and behaviours, harnesses core working practices, terminology and wherever possible aligns to or embeds in house training opportunities.
Working in partnership with our curriculum experts we will develop a programme that is unique to your organisation.
The programme will be designed around your exact requirements to ensure that you receive real, tangible outcomes that can be evidenced in the workplace.
Below is some further information about the entry criteria and structure of the Customer Service Practitioner Level 2 programme.
This programme takes a minimum of 12 months to complete. We’ll create a development schedule that aligns with your business requirements and availability of your people.
Learners will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Learners will be supported to develop and improve their English and maths skills prior to sitting their Functional Skills exams by our specialist functional skills trainers.
Skills & Behaviours
Achieved through a programme of masterclass workshops, tasks, activities and research. The masterclasses can be delivered face to face or online delivered by our specialist trainers.
Coaching & Support
Learners will be required to demonstrate their skills, knowledge and behaviours in the work setting. This activity will be supported by one of our experienced skills coaches.
Throughout their apprenticeship journey, learners will be given support to develop their understanding and approach to completing their end point assessment.
This programme has been designed in a way that will maximise the performance of each learner. Learning the theory of a topic is great but it’s what the learner does to embed the learning and actually use it, that matters most.
All learning is reinforced with ongoing coaching, online resources and off-the-job activity to bring it all to life.
Each part of the programme supports the learner to apply their knowledge and skills via INTENT – IMPLEMENT – IMPACT.
- What did they plan to change?
- What did they change and how?
- What impact did it make?
Initial workshop and event about the programme and how to get a high grade.
Practical and engaging. Can be classroom based or delivered virtually. Run by best in class trainers.
To take in-between masterclasses and to help embed the learning. Self-study and in the flow of work resources.
Held between the learner, employer and skills coach to monitor progress and to make any adjustments.
End of programme assessment. Consists of activities like observations, evidence, tests and discussions.
Creation of a pre-programme learning and development plan. Includes goal setting and actions.
One to one development with a designated skills coach. Covers skills and an assessment progress review.
20% of the learner’s total working hours is used for “off-the-job” learning and development activities.
Our designated skills coaches will always be on hand to help your learners all throughout the programme.
Learners gain a pass, merit or distinction from their end point assessment based on their results.