Sales, Marketing and Procurement update - July 2022

19 July 2022

An update on everything new within the Sales, Marketing and Procurement sector.

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Flexibilities for Customer Service Practitioner (ST0172) and Customer Service Specialist (ST0171)

I hope this communication finds you well. Please be advised of the recent communication we received regarding an assessment plan clarification relating to the observation component, permitted by OFQUAL.

This communication relates to the following standards:

  • ST0172 Customer Service Practitioner
  • ST0171 Customer Service Specialist

The details of the clarification note permits EPAOs to conduct assessment of the observation using remote technology.

To ensure apprentices have the opportunity to achieve all criteria within this component, when making the booking for the EPA assessment in ACE, please consider whether the apprentice has the technology and ability to demonstrate all criteria (particularly if they are working at home).

During the planning meeting, specific questions relating to technology and context of work role will be discussed, to ensure apprentices are not disadvantaged using remote observation methods, in contrast to face to face observation. 

The extract from both assessment plan reads:

'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.’

As Pearson are made aware of future changes, we will communicate this with you. As always, if you have any queries, please feel free to email


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