Customer Service Practitioner EPA
Level 2
End Point Assessment for Customer Service Practitioner level 2. Apprentices on this standard provide customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.Register your interest
What does Customer Service Practitioner EPA involve?
The end point assessment, or EPA, for the Customer Service Practitioner standard is made up of three assessment methods:
- Apprentice Showcase
- Practical Observation
- Professional Discussion
EPA 1: Apprentice Showcase
The apprentice showcase is compiled after 12 months of on-programme learning. It should be created from appropriate evidence from the apprentice’s on-programme portfolio, and should show their professional competence. This may include customer feedback, recordings, manager statements, and witness statements.
EPA 2: Practical Observation
The assessor will observe the apprentice in their normal place of work. The apprentice will be able to demonstrate the customer skills, knowledge and behaviour from across the standard. Situations observed may include handling a general enquiry, dealing with a customer complaint or providing further information.
EPA 3: Professional Discussion
The Professional Discussion is a structured discussion between the apprentice and the assessor. It lasts a maximum of one hour and will cover topics from the Occupational Brief, found within the Assessment Plan. The discussion will also clarify any questions the assessor has following reviewing the showcase and observing the apprentice.
Full guidance will be provided by 1st for EPA for apprentices, providers and employers.
Customer Service Practitioner Assessment Plan
This qualification appears on the Ofqual register with the title 1st for EPA Customer Service Practitioner End Point Assessment. The qualification number is 610/5195/0.
To see the Customer Service Practitioner apprenticeship details in full, visit the Institute for Apprenticeships website. You can also view the full Customer Service Practitioner Assessment Plan.
Guidance available
We provide the following support and guidance:
- Qualification Specification
- Apprentice EPA Resource Pack: full guidance on what to expect and how to prepare for EPA
- Employer overview showing what EPA involves
- Articles & advice
At 1st for EPA we also run a training provider on-boarding session to run through the EPA process, timescales and best practice for Customer Service Practitioner EPA.
How does EPA work?
The training provider recommends an EPAO, often with input from the employer.
The training provider registers the apprentice with the EPAO, giving an expected date for EPA.
The apprentice completes Gateway and schedules their EPA.
1st for EPA provides full support and guidance to help the apprentice prepare for EPA.
EPA is carried out with a qualified assessor.
1st for EPA carries out quality checks, then emails the apprentice their results and claims their completion certificate from the ESFA.
How much does Customer Service Practitioner EPA cost?
Our EPA fee for the Customer Service Practitioner apprenticeship standard is TBC.
Resits are priced according to which component(s) need to be resat.
If a retake is needed, this is charged at the full EPA fee.
How we make EPA easy
Here’s why employers and training providers choose 1st for EPA as their end point assessment organisation (EPAO):
Support and guidance
Full guidance and support is given to apprentices – We’ve created resources that prepare apprentices for EPA so they know what to expect and are ready for their final assessment
Resource bank
Resource bank with guidance notes to support apprentices through end point assessment
Experienced assessors
All our assessors are experts in the subject they assess. They understand the demands of the apprenticeship and the knowledge, skills and behaviours needed to be successful
Friendly team
Friendly team to answer all your questions
Remote EPA
We carry out end point assessment remotely wherever the Assessment Plan allows, meaning we work across the UK and can be flexible
Secure system
To manage and schedule EPA
