Customer Services Practitioner Level 2


The apprenticeship will typically take 12-18 months to complete


The role of the Customer Service Practitioner is to deliver consistently high quality products and services to customers within all sectors and organisation types.  Their core responsibility is to provide a high quality service to customers which will be delivered from the workplace, digitally or through going out into the customers’ own locality and will cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.  These may be one-off or routine contacts and can include dealing with order, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA.  In addition Progress Reviews will take place regularly to ensure the apprentice is on track

End Point Assessment

 The three EPA assessment methods are:

  • Apprentice Showcase
  • Practical Observation
  • Professional Discussion


 Progression to Customer Service Specialist L3