This apprenticeship is a great qualification to develop strong customer service and communication skills and behaviours, to provide an experience in line with your company standards and policies
We’re listed on the register of apprenticeship training providers (RoATP), which means we know a thing or two about helping you get the most out of an apprenticeship. We’ll work closely with you to identify the necessary skills development, as well as refine the content to meet the needs of your business. With our blended programmes facilitated by specialist coaches, trainers and tutors, learners can sharpen their performance and accelerate their careers.
Our programmes use a blended learning model that’s powered by our apprenticeship delivery platform, Aptem. You can expect:
Interactive workshops that are held both face-to-face and virtually.
Online coaching sessions that provide support on an individual level.
Enhanced eLearning content via engaging modules and skills development activities.
Our learning is tailored to the needs of your business, your people, and their locations. That’s why we offer it virtually, in person, or as a mixture of the two – whatever suits you. In terms of online education, our ePortfolio system (Aptem) provides every learner with a comprehensive programme where they can develop their knowledge, capabilities and behaviours. This will help them to become a confident senior manager, and thrive in their end-point assessment.
A Development Coach
To help achieve the best possible result, whilst ensuring a personalised journey.
A Line Manager
To provide support, opportunities and on-the-job training throughout the programme.
A BMS Progress Facilitator
To deliver the workshop elements and give apprentices the opportunity to learn from their expertise.
An Internal Quality Assurer
To ensure the experience meets our high expectations.
A Designated Safeguarding Lead
To act on any potential safeguarding and wellbeing concerns.
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, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
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.
David Bill – Managing Director, BMS Progress
The objective of the Customer Service Practitioner Apprenticeship is to equip our learners with the tools to deliver excellent customer service. It focuses on resolving customer issues quickly and efficiently, building customer loyalty and improving brand reputation. This standard provides best practices for achieving a variety of business goals.
We’ll work with you to create a unique programme. This can include your own training content, vision and values, language, and terminology.
Our solutions are flexible and focused on results. What’s right for one client may not be the best approach for your people, so we’ll work together to determine the best design of your programme to maximise the results.
The structure of the programme has been designed to support the transfer of learning back into the workplace, giving learners ample opportunity to develop and practice their management and leadership skills, whilst supported by a professional trainer and dedicated development coach, culminating in an Ofqual-accredited qualification.
The duration of this apprenticeship is 16 months: 13 months of practical training followed by 3 months for end-point assessment.
A minimum average of six hours per week is required to obtain new know-how, skills and behaviours relating to the standard, as well as what’s applicable to their role.
The programme involves individualised coaching and development session, eLearning, and requires the completion of a portfolio of evidence.
Apprentices 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.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
The EPA period is typically 3 months, in which three assessment methods must be passed for the apprentice to successfully achieve their apprenticeship. This includes, an apprentice showcase, practical observation and professional discussion.
Conducted by an independent body selected by the employer, the end point assessment (EPA) is the culmination of the 13-month training period.
The EPA is an opportunity for the learner to demonstrate the knowledge, skills and behaviours they have acquired throughout the programme through a series of assessed activities. These are an apprentice showcase (using a portfolio of evidence), practical observation and Professional discussion.
The outcome is either a pass or distinction.
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