About our customer service practitioner EPA.

Our end-point assessment services for the customer service practitioner apprenticeship standard are now live!

This apprenticeship has been designed by a range of employers to ensure that both new entrants and those interested in progressing a career in the sector have an opportunity to develop the right skills, knowledge and behaviours. This apprenticeship is a fantastic way of developing these skills whilst learning and gaining experience at work.

At the end of the programme apprentices will be able to:

  • Determine customer needs and expectations and achieve positive engagement and delivery
  • Provide clear explanations and offer options in order to help customers make choices
  • Prioritise own workload/activity and work to meet deadlines
  • Deal with customer conflict and challenge

Supporting the ticketing industry

OAL supports the ticketing industry in providing a dedicated team of independent assessors direct from the ticketing industry. Working alongside Creative and Cultural Skills OAL’s independent assessor team provides true contextualisation for apprentices working within this specialist industry.

OAL Level 2 Customer Service Practitioner End Point Assessment – 603/3691/2

The end-point assessment includes three distinct components:

  1. An apprentice showcase portfolio comprised of a collection of the apprentices best evidence gathered during the programme of learning.
  2. A practical observation of skills in the workplace.
  3. A professional discussion, which is undertaken after all the other end-point assessment components have been successfully completed.

To achieve final certification, you must have completed and achieved a minimum of a pass in each end-point assessment component.

Download the end-point assessment specification

Customer service practitioner apprenticeship standard

Occupational Awards Limited (OAL) are approved to offer end-point assessment services for the customer service practitioner standard.

To view the standard, please click here.