Level 2 Customer Service Practitioner End-Point Assessment (9794)

Last Updated: 26 Sep 2018

Product code 9794

New Apprenticeship Standards are designed by employer groups to be rigorous and respond to employers’ needs.

The new Customer Service Practitioner apprenticeship standard has 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 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

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

City & Guilds offers a comprehensive package for the Customer Service Practitioner Apprenticeship providing 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. 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

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.

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.

Available to deliver in the following countries:


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:

•Knowing Your Customers
•Understanding the Organisation
•Meeting Regulations and Legislation
•Systems and Resources
•Customer Experience
•Product and Service Knowledge
•Interpersonal Skills
•Influencing Skills
•Personal Organisation
•Dealing with Customer Conflict and Challenge
•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.

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

End-point assessment

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 grades available will be pass, fail, distinction.  The assessment organisation and assessor must be independent of, and separate from, the training provided by the provider and employer.

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.

How to register

Interested in using our high-quality on-programme materials or end-point assessment service? There are three ways to either find out more or to order what you need:
1. If you’re an existing City & Guilds customer, go to Walled Garden and select the materials you need or register your apprentice for end-point assessment. (You may need to submit a request to deliver a standard if you don’t yet have approval for that.)
2. Get in touch with directsales@cityandguilds.com. Our Direct Sales Team can explain our different products and services and start getting you set up as a customer or give existing customers support on the new apprenticeship arrangements.
3. Speak to your City & Guilds Business Manager about how to access our products or how to register your apprentices with us.

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

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 apprenticeship?

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