Customer Service Advanced Framework

Excellent customer service is provided by people who are good with people, can communicate with them in differing ways according to their needs, are able to work consistently and reliably to meet their expectations and help to resolve any problems they may have. Individuals who are working towards a Customer Service Apprenticeship will have the opportunity to develop these attributes whilst developing a good knowledge of their organisation's products and services and the systems used to deliver these to customers. Good customer service is key to the success of many organisations whether they are in the business to make profit or to provide a public service. Dedicated customer service staff are therefore employed in most industries. Customer Service employees are usually members of a team working at the front end of an employer’s business activities. They may answer customer’s enquiries;

deal with their problems and deliver services, face-to-face, over the telephone, or using email. Specific duties will vary according to the sector they work in and the type and size of organisation, however their primary role will be to ensure that their customers are dealt with in a positive, reliable and pleasant way. They assist their customers in finding and delivering the goods or services they require, so need clear and up-to-date knowledge of their organisation’s products and services, policies and procedures. This framework is ideal for individuals working in a broad spectrum of job roles across many different sectors, from government to telecommunications. However, most individuals tend to work in the service sector; in retail, financial services, call centres, hospitality or sport and recreation. Apprenticeships are a tested way of training either a new or existing team member. An apprenticeship will provide on-the-job training which leads to an employee gaining a nationally recognised qualification which has been developed by the Sector Skills Council, CfA.

An Apprenticeship Framework involves: An employee working a minimum of 30 contracted hours per week in the appropriate occupational role. An employee working towards the achievement of an Apprenticeship framework which includes the following elements; a Knowledge Based Element, a Competence Based Element, Transferable Skills, Personal Learning & Thinking Skills and Employment Rights and Responsibilities. There are two levels of Apprenticeship within this sector:

1. Intermediate Apprenticeship ( Level 2 - equivalent to five good GCSE passes)

2. Advanced Apprenticeships (Level 3 - equivalent to two A-level passes)

The Apprenticeship Framework:

It is anticipated that it will take 15 - 24 months to complete the full Apprenticeship framework qualification.

Knowledge and Competence Based Element Level 3 Diploma in Customer Service (QCF) To achieve the full qualification, candidates must attain a minimum of 55 credits in total, comprising all the mandatory units (Group A) and the remaining credits will be achieved by selecting the following optional units; a minimum of 15 credits from group B and a maximum of 9 credits from Group D. The Learning and Skills Development Officer will provide support and guidance in selecting the appropriate units. Mandatory Units (31 credits)

Organise and deliver customer service

Understand the customer service environment

Understand customers and customer retention

Resolve customers’ problems Principles of business Manage personal and professional

development

Transferable Skills Functional Skills are skills which apprentices need in order to function effectively as members of an adaptable, flexible and competitive workforce. English – Level 2 Mathematics – Level 2 Employment Rights and Responsibilities Helps apprentices and their employers understand their employment rights and responsibilities related to equal opportunities, health and safety and to understand the safe learner concept. ERR will cover:

Health & Safety

Equal Opportunities Employment Terms and Conditions Employment Acts and Legislation Career Structure and Progression Qualifications and Frameworks

Personal Learning and Thinking Skills

Qualities and skills which have been identified as being essentials for a

successful working life, the highlighted skills are; managing self, managing relationships with others, managing own learning, performance and work. These skills are assessed throughout the framework.

Optional Units – Group B (minimum 15 credits)

Develop resources to support consistency of customer service delivery

Use service partnerships to deliver customer service

Resolve customer’s complaints Gather, analyse and interpret

customer feedback Monitor the quality of customer

service interactions Communicate verbally with

customers Communicate with customers in

writing Promote additional products and/or

services to customers Exceed customer expectations Deliver customer service whilst

working on customer premises Deliver customer service to

challenging customers

Develop customer relationships Support customer service

improvements Support customers through real-

time online customer service Support customers using self-

service equipment Use social media to deliver

customer service Provide post transaction customer

service Champion customer service Build and maintain effective

customer relations Manage a customer service award

programme Manage the use of technology to

improve customer service Develop a social media strategy for

customer service Optional Units – Group C (maximum of 9 credits)

Negotiate in a business environment Promote equality, diversity and

inclusion in the workplace Manage team performance Manage individuals’ performance Collaborate with other departments Negotiating, handling objections

and closing sales Obtaining and analysing sales

related information Buyer behaviours in sales situations Manage incidents referred to a

contact centre Lead direct sales activities in a

contact centre team Manage diary systems Contribute to the organisation of an

event Provide reception services Buddy a colleague to develop their

skills Employee rights and responsibilities

Processing sales orders Bespoke Software