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Customer Service Practitioners deliver high quality products and services to the customers of their organisation in any sector or organisation type.
They are responsible for providing a high-quality service to customers delivered from the workplace, digitally, or through going out into the customer’s own locality. These 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.
The practitioner will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to their customers and will provide service in line with the organisation’s customer service standards and strategy within appropriate regulatory requirements.
To support the preparation for End-Point Assessment (EPA), we provide:
Handbook that covers assessment methods, preparation and requirement checklists, advice and what to expect on assessment day.
Standard specification
Apprentice Showcase Mapping Form
A mandatory EPA planning meeting with the Independent End-Point Assessor (IEPA)
Regular Training Provider information sessions
Find out more about this End-Point Assessment by viewing the ST0072 specification.
View our fees here.
Read more about the apprentice journey and why VetSkill is the right End-Point Assessment Organisation (EPAO) for you in our Level 2 Customer Service Practitioner fact sheet.
Assessment methods:
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Throughout the apprenticeship, the apprentice will have compiled a portfolio of evidence demonstrating the required Knowledge, Skills, and Behaviours (KSBs). The apprentice must select appropriate evidence from this portfolio to create a ‘showcase’ that reflects professional competence and meets the minimum requirements of the apprenticeship standard.
The IEPA will assess the Apprentice Showcase and prepare questions to cover through a 15–30-minute interview with the apprentice. The interview can take place on the same day as the other assessment methods, but this can be agreed on an individual basis.
Duration: 15-30 minutes
Location: Apprentice’s workplace (either face to face or remote)
Graded: Fail / Pass / Distinction
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The Practical Observation will be scheduled to take place whilst the apprentice is working in their usual environment. It is fundamental that the apprentice will be able to interact with a range of customers in order to meet the assessment criteria.
The observation is designed to provide the apprentice with the opportunity to demonstrate their KSBs as outlined in the apprenticeship standard. It should reflect real and challenging work tasks that showcase their competence. It is essential that the observation includes, as a minimum, the following criteria: presentation, equality, interpersonal skills, communication and personal organisation.
Duration: Minimum of 60 minutes
Location: Apprentice’s workplace (either face to face or remote)
Graded: Fail / Pass / Distinction
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The Professional Discussion provides an opportunity to explore specific areas in greater depth, analyse the full scope of the apprentice’s evidence, and confirm their performance against the requirements of the apprenticeship standard. It is assessed against the criteria outlined in the assessment specification, including knowing their customers, their role and responsibilities and delivering customer experience.
Throughout the Professional Discussion, the apprentice is encouraged to draw upon evidence from their on-programme journey and broader experiences they have experienced during the apprenticeship.
Duration: Maximum of 60 minutes
Location: Any suitable location (either face to face or remote)
Graded: Fail / Pass / Distinction
Interested in our End-Point Assessment service?
Fill in our contact form or email us and a member of our End-Point Assessment Team will get in touch.