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Customer Service Practitioner Level 2. (V1.1)



End-Point Assessment (EPA) 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 a Customer Service Practitioner. This assessment includes an apprentice showcase, practical observation and professional discussion.

End-Point Assessment for a Customer Service Practitioner Level 2 can only be carried out face-to-face, unless otherwise agreed with NQual. 


Gateway requirements for a Customer Service Practitioner Level 2 apprentice includes:

  • Evidence the apprentice has achieved Level 1 maths and English

  • The apprentice must submit their showcase to be reviewed

Assessment Methods

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.

The apprentice showcase 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 present to the Independent End-Point Assessor, where they will interview the apprentice for 30 minutes and delve deeper into the learning and experience.

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 knowledge, skills 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 End-Point 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 Practical 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 re-take or re-sit any assessments this will take place within 3 months of the failed assessment.

EPA Resources.

EPA Pricing

Remote Delivery £495pp

Face-to-Face Delivery £550pp

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