Sales, Retail, Marketing and Procurement

What you need to know about the Highfield Level 2 End-Point Assessment for Customer Service Practitioner

Who is this Standard for?
This apprenticeship is for individuals working within a customer service environment. 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. You may be the first point of contact and work in any sector or organisation type.  

Programme structure
This is a level 2 apprenticeship standard that has a minimum duration of 12 months. The typical duration is 12 months. Apprentices will be placed in a customer service role and supported by a tutor to achieve the Customer Service Practitioner standards, as well as Level 1 maths and English qualifications.

Assessment Plan

Apprentices who started their apprenticeship on or after 03/10/2018 will be assessed against ST0072/AP02.

Endpoint assessment methods

• Apprentice showcase
• Practical observation
• Professional discussion

Highfield are ready and able to deliver end-point assessment for the Customer Service Practitioner standard. Readiness is defined as "having necessary administrative and systems infrastructure and associated internal quality assurance policies and procedures to support Highfield’s end-to-end end-point assessment service."

EPA kit - To access the full EPA kit and the Gateway Readiness Report for this standard, please visit here.

Apprenticeship Standard and EPA Timeline - this document (available here) supports employers, training providers and apprentices by providing them with the clear time frames required to complete each stage of the apprenticeship and end-point assessment journey, through to ESFA certification.

Customer Service Level 2 Timeline

Support and Guidance Documents - These documents support employers, training providers and apprentices preparing for end-point assessment.

Employer Guidance for Professional Discussion

Professional Discussion Apprenticeship Guide

Think About Assessment Observation

Think About Assessment Showcase

Qualification - We have developed the Highfield Level 2 Diploma in Customer Service Skills (RQF) that maps directly to the standard. 

Mapping Document - This shows how our Apprenti-kit supports the requirements of this standard, and is available in the downloads area below. 

Apprenti-kit - The effective delivery of this standard can be supported by the Level 2 Customer Service Practitioner Apprenti-kit.