The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation. They provide service through various channels such as face-to-face, telephone, digital, and written communications. Their actions significantly influence customer experience and satisfaction with the organisation. They must demonstrate excellent customer service skills, product knowledge, and adhere to organisational standards and regulatory requirements.

During their apprenticeship, the individual will gain the skills, knowledge, and behaviours required for their chosen role and industry. Below are examples of the subject areas to aid them in this effort:

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge

This EPA has 2 assessment methods.

• Assessment Method 1: Apprentice Showcase
• Assessment Method 2: Practical Observation
• Assessment Method 3: Professional Discussion

Customer-focused job roles in any environment including contact centres, retail, webchat, service industry or any customer service point. Typical roles in healthcare include Ward Administrator and receptionist.