Level 2

Customer Service Practitioner

Reference Number: ST0072

Details of the apprenticeship standard and occupational profile:

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.

Your core responsibility will be to provide a high quality service to customers which will be 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. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media


TypeEnd-point Assessment
Product CodeL2EPACSP
Duration of Apprenticeship12 months (this does not include EPA)
EPA Components1. Apprentice Showcase
2. Practical Observation
3. Professional discussion

Before going forward for End-point Assessment, the apprentice must:

  • Have or achieve level 1 English and Maths (if not already held or valid alternatives) and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
  • Complete the apprentice ‘showcase’
  • Must have met the knowledge, skills and behaviours required for the relevant role the apprentice is undertaking as detailed in the assessment plan.

The EPA period should only start once the employer is satisfied that the apprentice is consistently working at or above the level set out in the occupational standard, that is to say they have achieved occupational competence. In making this decision, the employer may take advice from the apprentice’s training provider(s), but the decision must ultimately be made solely by the employer.

Apprentices must not be put forward for their End-point Assessment before they are ready.

Further information can be found at the Institute for Apprenticeships & Technical Education (IfATE) webpage –  https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1

Assessment Plan


Due to ongoing growth, we are always looking to recruit Independent End Point Assessors, if you meet the requirements and are interested in becoming an Independent End Point Assessor for FutureQuals, please get in touch.

Please click here to view the full person and job specification