4. End-point assessment
The EPA for Customer Service Specialist contains three methods of assessment:
Practical Observation with Q&A
The Independent End-Point Assessor (IEPA) will oversee the Practical Observation, as the apprentice undertakes a range of duties in the workplace. The Observation will last 60 minutes (+/- 10%) and include a 10-minute Q&A.
Grading: graded as a Pass or Distinction.
Work-based Project (supported by an Interview)
The apprentice submits the Work-based Project proposal at Gateway. Once approved, they’ll have two months to complete the Project and submit a 2500-word report (+/- 10%). This report must be submitted two weeks before the Interview takes place. During the Interview, apprentices will be asked 10 questions based on their Project and the supporting evidence. The Interview will last for 60 minutes.
Grading: graded as a Pass or Distinction.
Professional Discussion
The Professional Discussion provides an opportunity for the apprentice to demonstrate their knowledge, skills and behaviours. They’ll support this with a Portfolio of Evidence that they’ve built up during the on-programme period. This informal discussion will last 60 minutes (+/- 10%).
Grading: graded as a Pass or Distinction.