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 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.

You may be the first point of contact and work in any sector or organisation type.

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.

End Point Assessment for a Customer Service Practitioner

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

Creative Venue Technician Apprenticeship Standard

Occupational Awards Limited (OAL) is approved to offer apprentice end-point assessment services for this apprenticeship standard.

To view the standard, please click here.

What are the requirements for EPA?

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

End-point assessment grading

The apprenticeship is graded: Fail, Pass or Distinction. Apprentices must achieve a minimum of a pass in each of the 3 components.

Results are subject to moderation and will be issued every 10 working days to the named training provider. OAL will send results to the Education and Skills Funding Agency in line with guidelines for certification.

It is expected that a period of further learning will need to be undertaken if the apprentice has to re-take any part of the end-point assessment. OAL can make exemptions to this ruling should reasons for the fail are deemed to be outside the control of the apprentice.