This apprenticeship standard is designed as a minimum 12 month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role.
This role requires apprentices to perform a range of service delivery functions that 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.
Apprentices may be the first point of contact and work in any sector or organisation type, their actions will influence the customer experience and the customer’s satisfaction with the organisation.
There are optional qualifications available which are designed to support both off-the-job and on-the-job training and development of apprentices on the apprenticeship standard:
As both a vocational and academic awarding organisation, we can offer a wide range of English and maths qualifications in line with your standards’ requirements from Functional Skills through to GCSEs.
As an ESFA-approved Assessment Organisation, we provide a full range of assessment services, resources and support from our experienced EPA team to equip you and your learners with the diverse requirements of the apprenticeship standards.
You can use Pearson as your end-point assessment organisation, regardless of whether you choose to use our on-programme offer or not.
Our range of EPA resources such as EPA specification, additional resources document and practice knowledge test are designed to enhance learners’ knowledge and/or hone essential skills required.
They are available to our customers who have signed up to Pearson EPA and include information on:
We have designed a step-by-step guide, with signposts to our key supporting information, resources and services available at every stage of the process.
We've created support videos to help guide your apprentices through their Customer Services Practitioner End-point Assessment (EPA).
Preparing for EPA
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EPA: What to expect on the day
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