Level 2 Customer Service Practitioner
Overview
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, aftercare, service recovery, or gaining insight through measuring customer satisfaction. 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.
Apprenticeship Assessment timelines
The training aspect of this apprenticeship will take a minimum of 12 months to complete. The Apprenticeship Assessment must be completed within 3 months of Gateway.
Apprenticeship Assessment methods
- Apprentice Showcase.
- Practical Observation.
- Professional Discussion.
Roles this qualification supports
Customer Service Practitioner
Level 3 Customer Service Specialist
Overview
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry, or any customer service point.
Apprenticeship Assessment timelines
The training aspect of this apprenticeship will take a minimum of 15 months to complete. The Apprenticeship Assessment must be completed within 3 months of Gateway.
Apprenticeship Assessment methods
- Practical Observation with Q&A.
- Work-based project, supported by an interview.
- Professional discussion supported by portfolio evidence.
Roles this qualification supports
Customer Service Specialist
Level 3 Procurement and Supply Assistant
Overview
This occupation is found in all organisations where goods and/or services need to be sourced and purchased in line with national or international procurement laws, or internal governance processes. The broad purpose of the occupation is the process of procurement or buying low-value goods and services. Procurement and supply assistants are vital for the smooth functioning of the procurement and supply department in any organisation. They are often responsible for ensuring data is correctly administered and maintained in accordance with the legislation of the organisation’s own procedures. They will use their knowledge of procurement regulations/policies to support the wider procurement team in tasks such as quotation and/or tender response evaluation, supplier database maintenance, purchase order review and conversion, and stakeholder liaison. The individual will also often have purchasing requests and low-risk contracts for which they will develop requests, and quotes, or obtain prices and delivery. They will provide support in procurement to enable supplier selection, management, and supplier closure and undertake a role in the management of supply delivery and quality assurance.
Apprenticeship Assessment timelines
The training aspect of this apprenticeship will take a minimum of 12 months to complete. The Apprenticeship Assessment must be completed within 6 months of Gateway.
Apprenticeship Assessment methods
- Work-based project.
- Presentation with Q&A.
- Interview.
Roles this qualification supports
Procurement contracts officer, Procurement coordinator or Purchasing assistant.
Level 4 Procurement and Supply Chain Practitioner
Overview
The procurement and supply chain practitioner are found in organisations where there is a requirement to source and procure goods and/or services in line with national or international procurement laws, or internal governance processes.
The broad purpose of the occupation is the process of procurement or buying of goods and services.They are often responsible for ensuring contracts are correctly administered and maintained in accordance with legislation or the organisation’s own procedures.
They will use their knowledge of procurement regulations and internal policies to support the wider procurement team in tasks such as market and supplier analysis, bid, quotation or tender construction and response evaluation, supplier database maintenance, purchase order review and conversion, spend analysis, and stakeholder liaison.
Apprenticeship Assessment timelines
The training aspect of this apprenticeship will typically take 18 months to complete. The Apprenticeship Assessment typically takes 4 months from Gateway.
Apprenticeship Assessment methods
- Presentation with Questions
- Interview underpinned by Portfolio of Evidence
- Case study test.
Roles this qualification supports
Assistant buyer
, Category buyer, Commercial analyst, Contract associate, and Performance monitoring officer