New apprenticeships Customer Service Practitioner (L2)

{{specBanner.title}} {{specBanner.summary}} {{specBanner.cta}}

About the role

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.

Read more

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.

On-programme

On-programme

We provide a clear learning programme to take apprentices from entry through to the gateway for end-point assessment. 

You can use our on-programme offer regardless of whether you are using Pearson as your end-point assessment organisation or not.

 

Qualifications

In order to meet the apprenticeship standard apprentices will be required to hold or achieve:

  • Minimum of Level 1 English and attempt Level 2 English
  • Minimum of Level 1 maths and attempt Level 2 maths

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.


Learning resources

Apprenticeship handbook
An ideal course companion to support apprentices throughout their on-programme learning for Customer Service Practitioner L2.

Learn more

EPA Practise and Prepare resources
Get all the guidance and support that apprentices need to prepare for their EPA for Customer Service Practitioner L2. 

Find out more

Digital resources - Learning Hub
Learning Hub is a digital learning platform providing a range of dynamic online resources and courses to help deliver BTEC qualifications and apprenticeship programmes.

Find out more

English and maths resources
We have a wide range of resources and useful tools to complement your programme, including assessment tools, podcasts and training events.

Find out more 

 

End-point assessment

End-point assessment

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.

{{ gatDoctitle }}

{{invalidUserName}}
{{invalidUserMail}}
{{errorMessage}}

The end-point assessment is made up of three components:

  • Apprentice showcase
  • Practical observation
  • Professional discussion

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:

  • Structure
  • Grading
  • Gateway requirements
  • Assessment content
  • Evidence requirement for each component

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.

Sales, Marketing and Procurement

{{ image.gatingTitle }}

{{invalidUserName}}
{{invalidUserMail}}
{{errorMessage}}

User tabs
×

Are you sure you want to exit this session?