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Customer Service Specialist L3 EPA 

ST0071 Level 3 Customer Service Specialist Apprenticeship End Point Assessment.

Our team of assessors are friendly, professional and will do their best to put apprentices at ease in order for them to achieve the best possible result they can from their EPA. 


We will always do our best to book an EPA date at a time that suits you; even offering weekend or evening assessment times, as well as a range of resources to help you prepare. 


We know with customer service, it is essential the assessor sees the apprentice at a time when they are busy serving customers, and so we offer a planning meeting to review this with the apprentice and the training provider/employer to give the apprentice the best possible chance of success during their EPA.


We offer online and face to face EPA for this standard. Fees for face to face vary. Please email for details: or call 0121 294 5153.

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Working from Home

Our EPAs

We are a friendly, professional and supportive end point assessment organisation, approved by Ofqual to end point assess a wide range of apprenticeships. We offer:

- Results as quickly as we can, but always within 7 working days.

- Support webinars and phone calls to help you plan for EPA. 

- Apprentice planning meeting to help them achieve the best grade possible.

- Resources available to help centres prepare apprentices. 


We offer online and face to face EPA for this standard. Most EPAs are online. 

Fees for face to face vary. Please email for details: or call 0121 294 5153.

EPA Requirements for this Standard

There are 3 elements to this EPA:

- Practical observation (online or face-to-face)

- Work-based project supported by an interview

- Professional discussion supported by portfolio of evidence 


Practical Observation:

The practical observation will be pre-planned and scheduled to when the apprentice will be in their normal place of work and will be carried out by the Independent Assessor.


The observation should enable the apprentice to evidence their skills, knowledge and behaviour from across the standard to demonstrate genuine and demanding work objectives. Each situation within the observation will be different, and examples are, handling a general enquiry, dealing with a customer complaint or a need for further information or detail, but it is mandatory that the observation covers as a minimum: presentation, equality, interpersonal skills, communication and personal organisation.


Those areas of the standard which are not able to be evidenced during the observation will be discussed subsequently as part of the professional discussion with the Independent Assessor.


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Our friendly, professional and independent end point assessors are supportive and encouraging every step of the way

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Please feel free to contact us 

Telephone 0121 294 5153 

Ofqual regulated centre

We use ACE360 for secure EPA 

We are delighted to have partnered with ACE360 to ensure all apprentice and training provider details are securely stored. ACE360 allows for training providers to upload Gateway and assessment evidence securely. We will also upload detailed feedback following the completion of EPA to the system. 

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