Course description
The City Ambassador Programme is about delivering customer service the Southampton way.
The City Ambassador Programme is built around a Customer Service Apprenticeship Level 2, one of the most popular apprenticeships in the UK. At Kiwi, we’ve taken the Apprenticeship Programme and given it a new Southampton ‘twist’!
The customer service industry covers many sectors and job roles relevant to the City of Southampton and the wider community. These roles are complemented by customer service skills and the added knowledge of Southampton’s past, present and future.
Upcoming start dates
Suitability - Who should attend?
This programme is for anyone whose role is to welcome customers and those visiting the city, equipping them with the knowledge and skills to deliver an exceptional Southampton customer welcome.
Outcome / Qualification etc.
The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation. The core responsibilities of a customer service practitioner are to provide a high-quality service to customers which will be delivered from their workplace, digitally or through going out into the customer’s own locality. They 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 regulatory requirements. Your customer interactions may cover a wide range of situation and can include face-to-face, telephone, post, email, text and social media. With the City Ambassador programme this also comes with the knowledge of what makes Southampton a great place to live in and to visit.
Training Course Content
The programme is structured to meet the needs of your organisation and staff and is delivered by Southampton Trainers through 1-2-1 sessions, group workshops and the ‘City Ambassador update’ full of valuable resources to help log your off-the-job training hours.
- A Customer Service Level 2 Apprenticeship
- Maths and English Functional Skills for those who do not already hold the equivalent of a GCSE Grade A-C/9-4.
- An introduction and welcome session with the City Ambassador Partners & Southampton City Council.
With this programme, ambassadors will also learn through excursions & experiences around the City, which include:
- Learning about Southampton’s Culture and Diversity
- Southampton walls and Bargate
- The Sea City Museum
- The Titanic Story
- The City’s Role in WW2 and the Spitfire Makers
- Tudor House and Garden
- St Mary’s Stadium & Southampton Football Club
Course delivery details
When does the programme start and how long does it last?
The Apprenticeship is delivered over 13 months with the Southampton knowledge and activities embedded within the programme. There is an End Point Assessment (EPA) which is the final module at the end of all Apprenticeship programmes. This EPA is designed to test the knowledge, skills and behaviours that an apprentice has gained during their training. The EPA will not test Southampton specific knowledge but will focus on the customer service skills of the Apprentice.
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Kiwi Education LTD - Apprenticeship Training
Kiwi is an independent Southampton based training provider which delivers a wide variety of programmes designed to enable people to reach their full potential. Delivering Commercial Training & Apprenticeships in Green skills, Accountancy, Management and HR. Kiwi works with employers...