Customer Service Practitioner
Version 1.1 – TQUK Level 2 End-Point Assessment for ST0072 Customer Service Practitioner (603/2722/4)
Funding: £3,000
Duration: 12 months
Level: 2
Number: ST0072
LARS Number: 112
Version: 1.1
Customer Service Practitioners are the front line of a company. They're the people customers come into contact with when they have a problem or complaint, and the ability to empathise, be patient and stay focused on efficient solutions is paramount to success. Life is never dull for a Customer Service Practitioner. Across many different forms of communication (face-to-face, text messages, phone) and limitless industries, the role is perfect for people who like variety, love moving quickly, and relish new challenges.
End-Point Assessment Components
To complete their End-Point Assessment, Customer Service Practitioner apprentices must achieve a pass or distinction in the following two components.
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The apprentice showcase takes place after a minimum of 12 months of the apprenticeship has been completed. It is a written document or report of no fewer than 2000 words and no more than 3000 words. The apprentice then discusses the document with their End-Point Assessor during a 30-minute interview.
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The practical observation is scheduled when the apprentice is in their normal place of work and is carried out by the End-Point Assesor. The observation allows the apprentice to demonstrate their knowledge, skills and behaviours and lasts a minimum of one hour and a maximum of two hours.
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The professional discussion takes place between the apprentice and the End-Point Assessor and lasts for 60 minutes. 15 minutes of time is allowed for the Assessor to ask clarifying questions. Underpinned by the portfolio of evidence, the professional discussion is meant to further establish that the apprentice understands the knowledge, skills and behaviours required of them. It is structured to draw out their enthusiasm, energy, competence and excellence.
Why TQUK?
Assessment planning meetings for all apprentices
Results released within an average of 2 working days
Assessors make contact within 5 working days
Gateway submission reviewed within 24 hours
Assessor assigned after 24 hours of acceptance
Average gateway-to-completion of 6 weeks*
*unless otherwise stipulated by the assessment plan 
