Customer Service Specialist EPA
Level 3
End Point Assessment for Customer Service Specialist level 3. Apprentices on this standard are a professional for direct customer support within all sectors and organisation types. They deal with customer queries, purchases and complaints within all sectors and organisation types.Register your interest
What does Customer Service Specialist EPA involve?
The end point assessment, or EPA, for the Customer Service Specialist standard is made up of three assessment methods:
- Practical Observation with Q&A
- Work based project, supported by an interview
- Professional Discussion, supported by portfolio evidence
EPA 1: Practical Observation with Q&A
The assessor will observe the apprentice in their workplace. The observation will last 1 hour (+/- 10%) and the apprentice will be able to demonstrate the knowledge, skills and behaviours shown in the assessment plan. The assessor will ask questions during the observation to seek clarification – these will not exceed 15% of the assessment time.
EPA 2: Work based project, supported by an interview
Apprentices must submit a 2,500 word written report on a project they have carried out after gateway, lasting up to 2 months. The project should cover a specific high-level challenge that the apprentice has dealt with, such as a complaint or difficult situation. Details on what to include in the report are provided by 1st for EPA.
The interview will last 1 hour (+/- 10%) and will focus on the project and any annexes.
EPA 3: Professional Discussion, supported by portfolio evidence
The Professional Discussion is a structured discussion between the apprentice and the assessor. It lasts 1 hour (+/- 10%) and will be largely based on the apprentice’s portfolio. The portfolio should contain 10-15 pieces of evidence.
Full guidance will be provided by 1st for EPA for apprentices, training providers and employers.
Customer Service Specialist Assessment Plan
This qualification appears on the Ofqual register with the title 1st for EPA Customer Service Specialist End Point Assessment. The qualification number is 610/5196/2.
To see the Customer Service Specialist apprenticeship details in full, visit the Institute for Apprenticeships website. You can also view the full Customer Service Specialist Assessment Plan.
Timescales for Customer Service Specialist EPA
End point assessment for Customer Service Specialist must be completed within 3 months from the start of the end-point assessment period.
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. Including guidance on what to include in the project report and portfolio.
- Articles & advice
New training providers joining us can join an on-boarding session to run through the EPA process, timescales and best practice for Customer Service Specialist 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 Specialist EPA cost?
Our EPA fee for the Customer Service Specialist apprenticeship standard is £720. Where EPA can be carried out entirely remotely, the fee is £600.
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.
