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EPA Standard
Customer Service Practitioner
Customer Service Practitioners ensure customers have a positive experience. They deliver high-quality service and encourage a customer-first approach across the organisation. Apprentices in this role handle a range of service tasks, such as processing orders and payments, giving advice and guidance, solving problems, and supporting aftercare and service recovery. They may also help shape and apply the organisation’s customer service policy. This includes finding ways to measure satisfaction and improve customer experience.
Level 2 
£3,500 
12 months
Why NCFE?
We’re an approved End-Point Assessment Organisation (EPAO) specialising in EPA delivery across health, education, early years, digital, social care, and business apprenticeship standards. We offer flexible and reliable EPA solutions supported by sector expertise, guidance documents and proactive service and support.
End-point assessment
The EPA for Customer Service Practitioner contains three methods of assessment:
Apprentice Showcase
Designed to evidence professional competence at the required level, the Apprentice Showcase enables apprentices to reflect and present examples of their development over the whole on-programme period. The Independent End-Point Assessor (IEPA) will assess the Apprentice Showcase by interviewing the apprentice about their learning and experience. The Showcase Interview will last a maximum of 30 minutes.
Grade weighting: the Apprentice Showcase is graded as a Pass or Distinction, and it carries 65% of the final grade.
Practical Observation
The Practical Observation enables the apprentice to show their skills, knowledge and behaviours from across the standard. Critical to the standardised quality of the assessment is the inclusion of the apprentice’s presentation, equality, interpersonal skills, communication and personal organisation. The Observation lasts for a minimum of one hour and any area of the standard which were not possible to evidence during the Observation will be discussed as part of the Professional Discussion.
Grade weighting: graded as a Pass or Distinction and carries 20% of the final grade.
Professional Discussion
Following the Practical Observation, the IEPA leads an hour long discussion to uncover additional evidence of personal development activities and how this learning was applied to the role and workplace.
Grade weighting: graded as a Pass or Distinction and carries 15% of the final grade.
Customer Service Practitioner
Delivering from 3 October 2018
Download standard PDF See IfATE standard