Update on Customer Services End-point Assessments

15 May 2020

We would like to share an update about our Customer Services End Point Assessments (EPAs).

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Following notification from the EQA Provider, OFQUAL, Pearson have been allowed to apply additional flexibility in the observation component of the Customer Service Practitioner Level 2 and Customer Service Specialist Level 3 End Point Assessment Standard. 

The apprentice retains the option to pause EPA until such time that an onsite practical observation can take place safely. However, applying the discretion will give apprentices the opportunity to complete their EPA during these unusual circumstances. Apprentices should agree their assessment method in advance with their employer and training provider.

In line with the flexible arrangements, apprentices will be assessed in the following way:

  • production of a witness testimony evidencing the criteria from the observation component (at both pass and distinction level).
  • evidence to be validated by an expert witness statement
  • up to 30-minute question and answer session with apprentice used to validate evidence.

Witness Testimony: The witness will produce an account to demonstrate the apprentice’s ability in meeting the observation criteria, with no word limit, including dates of when the apprentice has undertaken the specific activity / activities.

Expert Witness Declaration: An expert witness will confirm that the witness testimony is a true and accurate reflection of the learner’s working practice.

30-minute Question & Answer Session: Pearson’s independent end-point assessor (IEA) will ask the learner questions to gather more information and confirm any matters arising from the evidence provided.

For the latest information see the EQA Guidance for all Standards. 

Further detail and guidance will be shared with you via your Business Development Manager in the week beginning 25 May and Pearson will be able to conduct these adapted assessments in the week beginning 1 June.

We will also be running a webinar around these updates on 27 May at 12.30.

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Thank you for your patience during this unprecedented time.  

We will continue to keep you updated. 

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