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
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
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.
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.
Apprentice Attends EPA
The apprentice will attend their EPA sessions with their assessor.
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.
Final Grade Awarded
The final grade for the apprentice will be added to the Summit portal, the apprentice will be notified via email confirmation.