Customer Service Practitioner Level 2.



End-Point Assessment is the final assessment for an apprentice. An apprentice cannot achieve their apprenticeship without passing the End-Point Assessment.

EPA is an opportunity for an apprentice to showcase what they have learnt during their apprenticeship for Customer Service Practitioner. This assessment includes a Apprentice Showcase, Practical Observation and Professional Discussion.

End-Point Assessment for a Customer Service Practitioner can be carried out face-to-face.


Gateway requirements for a Customer Service Practitioner Level 2 includes:

  • Evidence the apprentice has achieved Level 1 maths and English

  • They are working towards their level 2 maths and English before they finish their apprenticeship

  • The apprentice must submit their showcase to be reviewed


Assessment Method​

Apprentice Showcase

The apprentice showcase is compiled of 12 months of on-programme learning this will enable the apprentice to reflect and present examples of their development over the whole on-programme period. With guidance from the employer and training provider.

The apprentice showcase will be assessed against an externally set brief and will be submitted as a portfolio submission with a maximum of 20 pieces of evidence. It is expected that the portfolio submission will include elements such as work-based evidence, including customer feedback, recordings, manager statements, and witness statements. It will also include evidence from others, such as mid-and-end of year performance reviews, and feedback.

The apprentice will then be given the opportunity to answer questions relating to their portfolio. This will last a maximum of 30 minutes.

Practical Observation

The Practical Observation will be pre-planned and scheduled for when the apprentice is in their normal workplace and will be carried out by the Independent Assessor and this will take no less than 60 mins. The Practical Observation should enable the apprentice to show evidence of their skills, knowledge and behaviours that are required for this standard and be able to demonstrate genuine and demanding work objectives. Each situation during this observation will be different and examples are, handling general enquires, dealing with customer complaints or finding out further information or detail, it is mandatory that the observation covers a minimum presentation, equality, interpersonal skills, communication. The areas that can not be evidenced in the observation will be discussed separately during the Professional Discussion.

Professional Discussion 

The Professional Discussion will be a structured discussion between the apprentice and Independent Assessor, this will follow on from the Practical Observation to establish the apprentices understanding and application of knowledge, skills, and behaviours. The Professional Discussion will need to take place in a suitable environment and should only last for 60 minutes. The discussion will be appropriately structured to draw out the best of the apprentice’s energy, enthusiasm, competence, and excellence.


Apprentices will achieve an overall grade, Distinction, Pass or Fail for their End-Point Assessment. For an apprentice to gain a minimum Pass, they will need to achieve all pass criteria. For an apprentice to gain a Distinction, the apprentice will have to achieve:

7 of 10 distinction criteria for the Apprentice Showcase

4 of 5 distinction criteria for the Pratical Observation

3 of 4 distinction criteria for the Professional Discussion


Results will be communicated within 10 days of the final assessment. Should a learner need to retake any assessments this will take place within 3 months of the failed assessment.

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