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Customer Service Practitioner Level 2

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

Course Background and Overview

Full time apprentices will typically spend 12 -18months on-programme (before the gateway) working towards the occupational standard, with a minimum of 20% off-the-job training. All apprentices must spend a minimum of 12 months on-programme.
The EPA period should only start, and the EPA be arranged, once the employer is satisfied that the apprentice is deemed to be consistently working at or above the level set out in the occupational standard, all of the pre-requisite gateway requirements for EPA have been met and can be evidenced to an EPAO.

Customer service level 2 practitioner is responsible for providing customer service and support to customers, internally and externally in accordance with the organisation's customer service standards. One-time contacts or ongoing interactions may consist of dealing with orders, payments, offering advice, guidance, and support, etc. It is likely that they will interact with customers in a wide variety of ways, whether face-to-face, via email, phone or even social media.

End-Point Assessment Components

  • Apprentices showcase
  • Practical observation
  • Professional discussion

EPA Cost and Payment Terms

  • EPA Cost £595
  • Once a learner(s) successfully clears gateway and ready for the End Point Assessment (EPA), invoices will be generated.
  • Please note that payment terms are set at 30 days from the date of the invoice.

Resit and Re-take Fees

  • Apprentice Showcase £100
  • Practical Observation £175
  • Professional Discussion £250

Delivery Process Map

1

Apprentice Passes Gateway

Once the apprentice has been registered, the training provider uploads all documentation for gateway including the gateway declaration. This shows the apprentice is now ready for EPA.

2

Apprentice Booked for EPA

When the apprentice has passed gateway, our booking team co-ordinates with the apprentice, training provider and available assessors to get the apprentice booked in for their EPA components. Once a time/date has been agreed and an assessor has been allocated, we will book the apprentice in via the Summit portal. The apprentice receives an email from Summit confirming their EPA booking.

3

Apprentice Attends EPA

The apprentice will attend their EPA sessions with their assessor.

4

Assessor and IV Marking

The assessor will mark the assessment of the apprentice within 3 working days and if required will pass it over to the Internal Verifier (IV). The IV will have another 5 working days to provide their final comments and conclude the overall grade for the apprentice.

5

Final Grade Awarded

The final grade for the apprentice will be added to the Summit portal, the apprentice will be notified via email confirmation.

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