Customer Service Practitioner
Level 2
A Customer Service Practitioner Assessment Organisation is an approved company that is responsible for providing assessments for apprenticeships in this field. As an Assessment Organisation in the Customer Service sector, we will ensure that apprentices meet the required standards and competencies outlined in the relevant apprenticeship standards.
What the Role Entails
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. These may be oneoff or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type
Components of the Customer Service Practitioner Assessment
Order of Assessment Methods
The assessment methods can be delivered in any order. The result of one assessment method does not need to be known before starting the next.
Performance in the Assessments determines the overall grade of:
• Fail
• Pass
• Distinction
Practical observation and Professional discussion
The observation will take place at the apprentice’s place of work. The professional discussion will draw questions from the observation to establish the apprentice’s understanding and application of the required knowledge, skills and behaviours required by the standard. The discussion will be based on the occupational brief set out in the assessment plan
Apprentice Showcase Portfolio
The Showcase portfolio is compiled on programme and contains evidence covering the requirements of the standard to demonstrate the apprentice’s competence in the job role
Simple, Easy-to-use Online Platform
Our platform (epaPRO) is user-friendly and offers a one-stop solution for registering apprentices, engaging with the team, accessing resources, and monitoring progress.
Dedicated
Co-ordinator
Once your apprentice is registered, you'll have a dedicated co-ordinator to assist you with any queries you may have
Free Resits/
Retakes
Steadfast Assessment provides free resits for online assessments in line with the requirements of the relevant assessment plan.
Detailed
Feedback
All our assessments are undertaken remotely unless face to face is specifically required by the relevant assessment plan.