ST0072 Customer Service Practitioner

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Customer Service Practitioner

Role 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, 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. 

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Key Responsibilities

Customer Service Practitioners are responsible for:

  • Your actions will influence the customer experience and their satisfaction with your organisation.  

  • Demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.   

  • Provide service in line with the organisation's customer service standards and strategy and within appropriate regulatory requirements.   

  •  Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media. 

Work Environment & Collaboration

Practitioners are expected to work collaboratively with colleagues across departments to deliver seamless customer service. They also:

  • They should share information, best practice, and feedback in a constructive manner, supporting team learning and development.

  • Active listening and empathy should be used when working with both colleagues and customers to build trust and positive relationships. 

  • When challenges arise, practitioners should engage in problem-solving with their teams, escalating issues where necessary to ensure customer needs are met. 

  • Respect for diverse perspectives and contributions is essential to maintaining an effective team culture. 

Committed to Excellence

Promoting a
brighter future.

Our commitment to excellence, innovation, and continuous improvement is unwavering, as we strive to contribute to the growth and success of individuals and the organisations that support them. Through our rigorous assessment processes, we aim to set new standards for quality and reliability in end-point assessments, promoting a brighter future for apprentices and the industries they serve.

Supporting Your Success

Essential Resources for
Customer Service Practitioners.

Standard

Assessment Plan

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