Customer Service

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation 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.

This programme is suitable for individuals aspiring to offer high-quality customer service, supporting a customer-centred approach, and enhancing the customer experience.

Learners will develop a highly transferable set of knowledge, skills and behaviours that can be applied in small and large businesses alike, from the public to private sector.

Apprentices may advance to specialist roles with the Level 3 Customer Service Specialist Apprenticeship Standard.

12 - 15 months (including End Point Assessment).

In order to meet the apprenticeship standard, 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.

The purpose of the end-point assessment (EPA) is to confirm that apprentices have met the required level of knowledge, skills and behavioural standards set by employers and that they are competent in their role as customer service practitioners. There are three components that make up end-point assessment for the Customer Service Practitioner apprenticeship standard.

1. Apprentice Showcase The apprentice showcase is compiled after 12 months of on-programme learning. The Apprentice Showcase enables apprentices to reflect and present examples of their development over the whole on-programme period. With guidance from the employer and/or training provider the apprentice will select appropriate evidence from the on-programme portfolio to demonstrate the minimum requirements of the standard at the final stage of the programme as an ‘Apprentice Showcase’. This will attest to professional competence at the level.
2. Practical Observation The practical observation will be pre-planned and scheduled to when the apprentice will be in their normal place of work and will be carried out by the Independent Assessor. The observation should enable the apprentice to evidence their skills, knowledge, and behaviour from across the standard to demonstrate genuine and demanding work objectives.
   
3. Professional Discussion The professional discussion will be a structured discussion between the apprentice and the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of knowledge, skills, and behaviours. The discussion will be against set criteria in the occupational brief to ensure standardisation and consistency. It will be appropriately structured to draw out the best of the apprentice’s energy, enthusiasm, competence, and excellence.
   

The overall apprenticeship is graded as Pass/Distinction.

Innovate Awarding is a registered End-point assessment organisation (EPAO) for the Customer Service Practitioner Level 2 apprenticeship standard.

Please note: Pearson TQ is able to work with external or preferred EPA providers should you require.

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