Customer Service Practitioner (Outdoor Retail)
This apprenticeship opportunity is in partnership with the Outdoor Industries Association (OIA) and Outdoor and Social.
As a Customer Service Practitioner for the outdoor retail sector, your primary responsibility is to engage with customers by promoting, advising on, and selling a wide range of outdoor products—including clothing, footwear, and equipment. You play a vital role in helping customers select the right products for their specific activities, environments, and conditions.
Your advice can directly impact customer safety, comfort, and enjoyment. Whether it’s recommending the correct footwear for a mountain hike, the right clothing for cold-weather camping, or the safest equipment for climbing, your knowledge helps prevent accidents, injuries, and poor experiences.
You may also be involved in:
- Processing orders and handling payments
- Offering expert advice and tailored recommendations
- Supporting customers before, during, and after their purchase
- Resolving issues and managing service recovery
- Gathering insights through customer feedback and satisfaction surveys
Often serving as the first point of contact, your professionalism and expertise shape the customer experience and influence their trust and loyalty to the brand.
Core Knowledge Areas
Understanding Your Customers
- Recognise the diverse needs of outdoor enthusiasts, from casual walkers to technical climbers.
- Adapt your communication style to effectively manage expectations and provide tailored advice.
Understanding the Organisation
- Understand your business’s mission and what the ‘brand promise’ means in the context of outdoor retail.
- Align your service with the organisation’s values and customer service culture.
Regulations and Legislation
- Be aware of safety standards, product regulations, and legal responsibilities related to outdoor gear and equipment.
- Apply this knowledge to ensure customers are advised responsibly and ethically.
Customer Experience
- Establish key facts about the customer’s intended activity, environment, and experience level to provide accurate recommendations.
- Build trust by demonstrating genuine care, expertise, and a commitment to their safety and satisfaction.
Product and Service Knowledge
- Maintain up-to-date knowledge of the technical specifications, uses, and limitations of all products.
- Understand how to match products to specific outdoor activities to ensure suitability and safety.
Key Skills
Interpersonal Skills
- Use effective questioning and active listening to understand customer needs and build rapport.
- Engage positively to create a welcoming and informative retail experience.
Influencing Skills
- Clearly explain product features, benefits, and risks.
- Offer options that help customers make informed, confident, and safe choices.
Developing Self
- Take ownership of your learning by staying current with new products, technologies, and outdoor trends.
- Set personal development goals to enhance your expertise and service delivery.
Team Working
- Collaborate with colleagues to ensure consistent, high-quality service.
- Share product knowledge, customer feedback, and best practices to support team growth and improvement.
Programme Details
Duration
The apprenticeship will take a minimum of 8 months to complete.
Entry Requirements
Apprentices must be in paid employment for at least 16 hours per week.
Professional Registration
Upon successful completion, apprentices will be eligible to join the Institute of Customer Service as an Individual Member at Professional Level.
Expected Outcomes
By the end of the apprenticeship, Customer Service Practitioners will:
- Deliver consistently high levels of customer satisfaction and loyalty
- Increase customer confidence through expert, safety-conscious product recommendations
- Reduce product returns and complaints by ensuring the right product is sold for the right purpose
- Contribute to a safer and more enjoyable customer experience in outdoor activities
- Drive increased sales and revenue through improved product knowledge, upselling, and cross-selling techniques
- Strengthen the brand’s reputation as a trusted, knowledgeable outdoor retailer
Get the brochure
For full details of our Outdoor Retail Customer Service Practitioner apprenticeship programme.
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Funding
This apprenticeship can be fully funded through your Apprenticeship Levy Account if you are a Levy-paying employer.
If you are a Non-Levy paying employer, the government will fund 95% of the total cost, with the employer contributing the remaining 5%.
However, for apprentices aged 16 to 21, the government will fully fund 100% of the cost, with no employer contribution required.
Additionally, Skern can support you in identifying and applying for Levy Transfer funds, which can cover the full cost for other age groups—making the apprenticeship 100% fully funded for all eligible learners.
Register your interest
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