Customer Service Practitioner Intermediate Apprenticeship

Business SkillsCustomer Service Course

Course: Customer Service Practitioner Intermediate Apprenticeship

Duration: Approx 15 Months

Attendance: Agreed with Assessor

Funding: Apprenticeship Funding

  • Course Outline

    The apprentice will undergo a 15-month apprenticeship training programme at Level 2, during which they will be supported with on and off the job training to assist their development.


    On Programme Training
    The period of learning, development and continuous assessment is managed by the employer with the support of a GHQ on programme assessor. GHQ will work closely with the employer to plan and deliver support and training appropriately to ensure the requirements of the apprenticeship standard are met.

    Assessment Gateway
    The end-point assessment takes place at the end of the apprenticeship, after a minimum of 12 month’s on programme learning. The employer and on programme assessor will formally review and sign to confirm that the apprentice has met the minimum requirements within the standard and are ready to move on to the end assessment.

    End-Point Assessment
    The end-point assessment consists of 3 assessment methods, all pass criteria must be achieved to progress and complete the apprenticeship programme. The 3 assessment methods are:

    • Apprentice Showcase – the apprentice will reflect on and present examples of their development over the whole on-programme period. With guidance from the employer and on programme assessor they will select appropriate evidence from their on-programme portfolio and this will be reviewed and assessed by an independent end-point assessor.
    • Practical Observation – This will be pre-planned and scheduled when the apprentice is in their normal place of work, and it will be carried out by the independent end-point assessor. The observation should enable them to evidence their skills, knowledge and behaviour from across the standard.
    • Professional Discussion – This will be a structured discussion between the apprentice and the end-point assessor, following the observation and will last for a maximum of 1 hour


    The apprenticeship includes Pass and Distinction grades which are applied at the end-point assessment. If any part of the assessment is not sufficient when first submitted there will be opportunity for resubmission, or observation or professional discussion to be repeated, however multiple assessment opportunities are not expected.

    Additional Requirements

    Apprentices will be required to have or to achieve Level 1 English and Maths and to have taken Level 2 English and Maths tests prior to the end-point assessment.

    Professional Body Recognition

    Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

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01752 218 086

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