Customer Service Practitioners deliver high-quality service as the first point of contact across face-to-face, phone, digital and written channels. They handle enquiries, orders, payments, advice and aftercare, resolving problems and gathering feedback. Strong communication, product knowledge and adaptability are essential, as their actions directly shape the customer experience.
Download the Specification
DownloadPrice and reassessment
Maximum funding: £3,500
Full EPA fee: Remote: £550| Face to Face: £600
Reassessment:
- Apprentice showcase: Remote: £150 | Face to Face: £200
- Practical observation: Face to Face: £175
- Professional discussion: Remote: £150| Face to Face: £200
Gateway requirements
Before the apprentice can enter the EPA Gateway process, the following evidence is required:
- Gateway Declaration and Authentication Statement (this must be signed using an e-signature via a document signing service, such as DocuSign, or a wet signature)
- Achievement of English and Maths at Level 1
- Record of attempt at English and Maths at Level 2
- Reasonable Adjustments/Special Consideration Request Form where relevant
If the apprentice is aged 16-18 years, they must have achieved English and Maths qualifications to at least Level 2. If the apprentice is aged 19+ when they begin their apprenticeship, the requirement for the attainment of these qualifications is optional (effective from 11th February 2025). Employers may choose whether these qualifications are necessary, and further details regarding funding can be found in the latest funding rules.
Assessment methods
The assessment methods for the Customer Service Practitioner apprenticeship consist of the following:
- Assessment method 1: Apprentice showcase
- The Apprentice Showcase enables apprentices to reflect and present examples of their development over the whole on-programme period. The apprentice will then present to the IEPA to provide an opportunity for them to interview the apprentice and delve deeper into the learning and experience.
- Assessment method 2: Practical Observation
- The practical observation will be pre-planned and scheduled for when the apprentice will be in their normal place of work and will be carried out by the IEPA.
- Assessment method 3: Professional Discussion
- The Professional Discussion which takes place after the practical observation, is a structured discussion between the apprentice and the IEPA to establish the apprentice’s understanding and application of KSBs.
See the specification document for full details.
