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    You will work towards pass/merit/distinction. Differentiation may be achieved through a wide variety of assessment methods with promotion of your own choice. You will be completing learning style questionnaires to support you to match learning opportunities with your preferred method. This is designed to make learning easier, more effective and more engaging.

    Apprenticeship Trainers will adapt accordingly. Activities have been designed to stretch and challenge your learning. Specific training will be provided on command verbs to ensure you cover standards to the appropriate depth and breadth.


    20% off-the-job training is anything that can help you gain new knowledge, skills and behaviours in your role. This programme is 24 months in duration, therefore a minimum of621 hours of off-the-job training is required.

    Examples of off-the-job training:

    • Shadowing
    • Mentoring
    • Teaching and learning sessions with dedicated trainer
    • Self-study (time spent working on assessments/assignments)
    • Training on a new process or procedure
    • Team training and meetings
    • Visiting other companies

    The EPA will test the entire programme:

    • Technical competencies
    • Technical knowledge and understanding
    • Underpinning skills, attitudes and behaviours
    • There's three sets of criteria on which the assessment and grading is made. The what, the how and the with whom.


      Upon completion of the programme, you might specialise in a particular type of consultancy or industry or remain more generalist. The skills that are developed often lead to employment in organisations within a certain industry, while some consultants who are established go on to run their own consultancy practices.

      To view Knowledge, Skills and Behaviours for this apprenticeship visit: Customer Service Practitioner Level 2 - Institute of Apprenticeships

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How Learners use this course

This qualification is part of our provision available to our FE partners. If you are a learner looking to enrol on a course, you can see our full list of courses available directly to learners here.