• Level 2
  • Reference AS-CSP-EPA
  • Apprentice Support Package: AS-CSP-ASP

  • End Point Assessment: AS-CSP-EPA

The Apprenticeship Standard and Assessment Plan can be found here.



The Customer Service Practitioner Level 2 Apprenticeship Standard provides Learners with an opportunity to gain excellent customer service skills within an automotive setting. Apprentices can gain experience in a wide range of customer interactions which will influence the customer experience and their satisfaction with the organisation.

Designed with different learning styles in mind, IMI’s solution ensures Apprentices are fully engaged and prepared for their End-Point Assessment (EPA). This new standard is suited to those looking to work in customer service roles across the automotive industry.


The role of a Customer Service Practitioner is to deliver a high quality service to the customers of their organisation. This may be digitally or face-to-face and will generally include dealing with orders, offering advice, guidance and support, fixing problems and aftercare. Customer Service Practitioners are often the first point of contact for the customer and will work in a variety of sectors and organisations.


The Apprenticeship will take a minimum of 12 months to complete.


Individual employers will set the selection criteria for the applicant. It is recommended during the selection process that the individual demonstrates the following qualities:

  • Good interpersonal skills
  • Problem solving and self-organisation skills
  • Good communication skills, both oral and written
  • Works well independently and as part of a team

Mandatory - English and Maths at Level 1 (or equivalent) is required to be held by the Learner prior to the EPA. They also must have attempted a Level 2 (or equivalent) exam prior to the EPA.


There are no requirements for on-programme formative assessment. However, employers and training providers may wish to carry out joint reviews of the Apprentices’ progress at regular intervals. The IMI offer an eLogbook where Apprentices can log and upload their progress throughout their on-programme learning.


  • English and Maths Level 1
  • Minimum requirements for knowledge, skills and behaviours met


  • Apprentice Showcase
  • Practical Observation
  • Professional Discussion


Call us on +44 (0)1992 511521 and we will be happy to help.



Documentation for IMI Centres

Find more information and documentation in IMI Connect

Start Date: Mon, 17/09/2018

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