Customer Service Practitioner apprenticeship (9794)

Last Updated: 19 May 2017
New Apprenticeship Standards are designed by employer groups to be rigorous and respond to employers’ needs. 

The new Customer Service Practitioner apprenticeship standards have been approved for delivery by the Skills Funding Agency (SFA) and will replace the current SASE Intermediate Level Apprenticeship in Customer Service Apprenticeship framework.

The Customer Service Practitioner Apprenticeship has a typical duration of 12-18 months and is Level 2.

The City & Guilds Customer Service Practitioner Level 2 apprenticeship provides all the materials and solutions you need to sustain flexible delivery models that are cost effective, time efficient and meet the learning styles of your apprentices, ensuring they are motivated to be successful, productive in their role and are fully prepared for end-point assessment. 

In order to offer a genuine end-to-end solution we will also provide high quality, rigorous end-point assessment, at a convenient time for your apprentice.
The Customer Service Practitioner apprenticeship is designed for learners in Customer Service Practitioner roles of which are many and varied, they could include:   
  • Customer Service Assistant
  • Customer Service Administrator 
  • Customer Service Advisor
  • Customer Service Trainee 
  • When trained apprentices may move around roles or departments to develop and make the most of their skills. 
Available to deliver in the following:
  • England

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

General Information

What Is Involved In Studying This Course?

The apprentices’ journey begins with a period of learning, development and continuous assessment which covers the full range of knowledge, skills, behaviours and attitudes required within the Customer Service environment. This is managed by the employer. In most cases, there’s also support from a training provider.

In the next stage the apprentice is required to have to show evidence of the relevant customer service knowledge, skills and behaviours as set out in the standard and to have achieved maths and English (Level 1) and taken the test for Level 2.
Finally the apprentice moves on to the final stage of end-point assessment made up of the following assessment methods:
  • Apprenticeship Showcase
  • Professional Discussion
  • Practical Observation

What Careers Can This Lead To?

Learners who upon successful completion of the Customer Service Practitioner Level 2 apprenticeship may have the opportunity to progress into:
  • An enhanced job role using the skills developed through the Customer Service Practitioner Apprenticeship as the foundation which to build.
  • Onto a Level 3 Apprenticeship for example: Customer Service, Business Administrator or Retail Apprenticeship
  • Into sector specific job roles which contain elements of transferable customer service skills, potentially including the undertaking of additional sector specific vocational qualifications. 

What Is Involved With Delivering This Course?

On-programme: What is required in the Assessment Plan? 
On-programme for this apprenticeship is usually a period of learning, development and continuous assessment, managed by the employer. In most cases, there’s also support from a training provider. The learning will be built around competencies and skills as set out in the standard. The knowledge, skills and behaviour that will be developed during the on-programme learning will include:

Knowledge
  • Knowing Your Customers
  • Understanding the Organisation
  • Meeting Regulations and Legislation
  • Systems and Resources
  • Customer Experience
  • Product and Service Knowledge
Skills
  • Interpersonal Skills
  • Communication
  • Influencing Skills
  • Personal Organisation
  • Dealing with Customer Conflict and Challenge
Behaviours/Attitude
  • Developing Self
  • Being Open to Feedback 
  • Team Working
  • Equality – Treating all Customers as Individuals
  • Presentation – Dress Code, Professional Language
Regular performance, milestone and progress reviews are recommended. 

1. Gateway
The employer and provider are required to sign-off the apprentice as ready to move on to end-point assessment.

2. End-point assessment
The end-point assessment must demonstrate that the apprentice can perform in the occupation in a fully competent, holistic and productive way.
The assessment will be graded if required by the standard. The assessment organisation and assessor must be independent of, and separate from, the training provided by the provider and employer.

3. Apprenticeship certification
On successful completion, the end-point assessment organisation will apply to the SFA for the apprenticeship certification. The certificate will then be sent to the apprentice’s employer.

Level 2

Customer Service Practitioner Apprenticeship End Point Assessment Only (9794-02)

Last Registration Date: 30 Jun 2020

9794-12 Customer Service Practitioner Apprenticeship End Point Assessment

  • Accreditation No: Data unavailable This is a reference number related to UK accreditation framework
  • Type: Data unavailable This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 30/06/2023 This is the last date that a certificate can be issued

Customer Service Practitioner Apprenticeship End Point Assessment

  • Accreditation No: Data unavailable This is a reference number related to UK accreditation framework
  • Type: Data unavailable This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 30/06/2023 This is the last date that a certificate can be issued

Customer Service Practitioner Apprenticeship End Point Assessment (9794-12)

Last Registration Date: 30 Jun 2020 Supportive services: SmartScreen Learning Assistant

Customer Service Practitioner Apprenticeship End Point Assessment

  • Accreditation No: Data unavailable This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 30/06/2023 This is the last date that a certificate can be issued

Additional information for centres

Smart Screen

SMARTSCREEN IS AVAILABLE FOR THIS QUALIFICATION

SmartScreen is our online portal for tutor, assessors and learners that provides unit-specific support materials and tutor forums to complement the delivery and learning experience

Visit Smartscreen.co.uk >

Learning Assistant

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

Learning Assistant is an innovative and cost effective e-portfolio solution that allows colleges and training providers to dramatically improve the delivery of their vocational qualifications.

Learn more about Learning Assistant >

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

Explore our wider maths & english offer

Our maths & English qualifications underpin our apprenticeships and technical qualifications. They build learners’ confidence with the core skills required for employment, including the capacity to problem solve and use technology effectively. They are also key to triggering conditions of funding.

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