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Hospitality and Catering

Free-Online-Learning-Courses Advanced-Learner-Loans-5 Havering-College-Achievement-Rates-2015

What's Involved

Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty. In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills.

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.

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

The Customer Service Practitioner apprenticeship is a minimum of 12 months and should typically be completed within 18 months. You will be required to attend college 1 day a week.

Entry Requirements

A minimum of 5 GCSE’s Grade A*-D including: • GCSE Maths Grade D/3 or Functional Skill in Maths Level 1 • GCSE English Language Grade D/3 or Functional Skill in English Level 1 and to have taken level 2 English and Maths tests prior to completion of your apprenticeship.

Working in a job role such as Customer Service Trainee, Assistant, Representative or Agent for a minimum of 30hours per week.

Where will it take me?

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

At the end of your apprenticeship, the college will work with you and your employer to help you go on to the next level of training or gain full-time employment, either with your current employer or another employer the college has access to. The skills, knowledge and qualification you will gain from your apprenticeship means that Havering College can help you get to the level employers are looking for.

Course Assessment Method

The End Point Assessment (EPA) consists of three elements. All assessment methods need to be passed. Each assessment method should directly assess the knowledge, skills and behaviours learnt throughout the duration of the Standard.

  1. Apprentice Showcase is compiled after 12 months on programme. You will be required to reflect and present examples of your development over the whole programme period. (65% of overall mark)
  2. Practical Observation is scheduled for when you are in your normal place of work and will be carried out by the Independent Assessor. The observation will enable you to evidence your skills, knowledge and behaviour from across the standard to demonstrate genuine and demanding work objectives. (20% of overall mark)
  3. Professional Discussion will last for approximately 1 hour. It will take follow the observation and will be structured to establish your understanding and application of knowledge, skills and behaviours. (15% of overall mark)

Where and When

Customer Service Apprenticeship Standard

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Fee Information

Course Code Study Mode Start Date Under 16 16-18 19+ International
B510STN-18 Part Time 10/09/2018 N/A £0 On Request N/A
B510STN-19 Part Time 09/09/2019 N/A £0 On Request N/A

Notes About Fees

Fees shown are per year.

Find out more by speaking to Admissions:

  • For full-time further education courses call 01708 462833
  • For part-time further education courses call 01708 462801
  • For higher education courses, or if you’re an overseas student, call 01708 462801


  • To find out if you’re entitled to support call Student Services for advice on 01708 462718 ext 2718
  • You don’t have to pay tuition or admin fees if you’re 16-18 and studying a further education funded course.
  • You need to pay higher education course fees each academic year.

Contact the Admissions Team

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2019/20 Prospectus

Havering College Course Guide 2019/20

Ofsted 2016 Report