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York College

Industry Insights

Customer service occupations n.e.c.

Up to £21,000

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Customer service managers and supervisors

Up to £30,000

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Call and contact centre occupations

Up to £18,000

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Customer Service Practitioner

The Customer Service Practitioner Standard has been developed following consultation with a range of employers including both large and small medium enterprises and cross sector employers. A Customer Service Practitioner may be the first point of contact and work in any sector or organisation type, their actions will influence the customer experience and the customer’s satisfaction with the organisation. This role requires apprentices to perform a range of service delivery functions that may be one-off 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.

Qualifications and End-Point Assessment Information:

The end-point assessment is synoptic and takes place at the end of the apprentice’s learning and development, after a minimum of 12 month’s on programme learning.

The employer and York College will formally sign-off that the apprentice has met the minimum requirements in regards to knowledge, skills and behaviours within the standard and confirm they are ready to move on to the end assessment. This will happen during a meeting involving the apprentice, their line manager and the trainer assessor.

There are three components that make up End Point Assessment for the Customer Service Practitioner apprenticeship standard. End Point Assessment will consist of:

  • Apprentice Showcase
  • Practical Observation
  • Professional Discussion

For each of the three assessment methods, all pass criteria across the Assessment methods must be achieved to progress and complete the apprenticeship programme. A distinction will be awarded to apprentices who achieve all pass criteria, in addition to the required percentage of distinction criteria.

Method(s) of Delivery

In order to meet the apprenticeship standard, apprentices will undertake a minimum 12 month period of on-programme learning, development and continuous assessment that is managed by the employer with the support of York College. The on-programme pace will be driven by the apprentice as well as by the breadth of experience an employer can offer prior to the minimum of 12 months, after which end-point assessment will take place.

Entry criteria

Apprentices must also have achieved a minimum of Level 1 English and Level 1 Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.


This new apprenticeship standard is designed as a minimum 12 month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Practitioner role

What next?

On successfully completing this Apprenticeship standard, an individual has the opportunity to progress to the following:

  • Employment within a range of Customer Practitioner job roles
  • A Customer Experience Specialist Apprenticeship Programme
  • Further study

Successful achievers will be eligible for Individual Membership of the Institute of Customer Service at Professional Level

York College, graded Outstanding by OFSTED, is ideally placed to support both apprentices and businesses to successfully engage with and benefit from apprenticeships.

To find out more about how to become an apprentice or how to recruit an apprentice into your business please contact York Business Development Unit:

Tel: 01904 770368

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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