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
- 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 assessment work?
The training provider and employer agree which assessment organisation (EPAO) to use.
The training provider registers the apprentice, giving an expected date for assessment.
1st for EPA provides full support and guidance to help the apprentice prepare for assessment.
The assessment is scheduled (after gateway for those on standards with EPA).
Assessment is carried out with a qualified assessor.
1st for EPA carries out quality checks, then issues results and claims the apprentice’s completion certificate.
How much does Customer Service Practitioner EPA cost?
Our EPA fee for the Customer Service Practitioner apprenticeship standard is £700. Where EPA can be carried out entirely remotely, the fee is £580.
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 assessment easy
Here’s why employers and training providers choose 1st for EPA as their assessment organisation or EPAO:
Support and guidance
Full guidance and support is given to apprentices – We’ve created resources that prepare apprentices for assessment so they know what to expect.
Resource bank
Resource bank with guidance notes to support apprentices through their 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 assessment
We carry out assessment remotely wherever the Assessment Plan allows, meaning we work across England and can be flexible with assessment dates.
Secure system
To manage, schedule and report effectively.
