Apprentices who achieve their End-point Assessment for this standard will be invited to claim their Credly digital badge.
New apprenticeships Customer Service Practitioner (L2)
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.
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.
Apprentice support videos
See our latest support videos in the EPA section further down this page.
On this page
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.
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.
An ideal course companion to support apprentices throughout their on-programme learning for Customer Service Practitioner L2.
Get all the guidance and support that apprentices need to prepare for their EPA for Customer Service Practitioner L2.
We have a wide range of resources and useful tools to complement your programme, including assessment tools, podcasts and training events.
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.
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:
- 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.