Apprenticeship Standards Customer Service Specialist
End-point assessment
We offer a full range of assessment services to support the diverse requirements of the new apprenticeships standards.
You can use Pearson as your end-point assessment organisation regardless of whether you choose to use our on-programme offer or not.
Our End-point Assessment service
As an ESFA-approved Assessment Organisation we provide a full range of assessment services to support the diverse requirements of the new apprenticeships standards.
The overall apprenticeship standard is graded Fail, Pass or Distinction and each of the three assessment components are also graded Fail, Pass or Distinction.
Pass apprentices must meet all pass criteria in all three assessment components, Distinction apprentices must meet all of the pass criteria and all of the distinction criteria in all three assessment components. If an apprentice fails any of the three end-point assessment components then the overall grade is Fail.
Practical Observation
The apprentice is observed, by an independent assessor, undertaking a range of day to day workplace activities. The observation will involve activities which allow the apprentice to demonstrate the full range of their knowledge, skills and behaviours required and will include questioning to clarify knowledge and understanding is being applied.
Professional Discussion
Evidence from an on-programme portfolio will be used as a base to support the professional discussion. The apprentice will extract, from their portfolio, evidence which is suitable for supporting them in their professional discussion. The portfolio of evidence is not directly assessed.
Work based project supported by an interview
Apprentices will submit a written report, on a project they have carried out. All work on the project will be undertaken following the Gateway process over a two month period. The project will cover a specific high level challenge (such as a complaint or difficult situation) that the apprentice has dealt with explaining what it was, what actions (planning and execution) they took, what solutions were offered, details of any recommendations made to change a policy or process and any feedback from the customer. The interview will focus on the written project and any supporting annexes and can take place either face-to-face or via online video conferencing, if appropriate.
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