There are three components that make up end-point assessment for this apprenticeship standard:

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.

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 that is suitable for supporting them in their professional discussion. The portfolio of evidence is not directly assessed.

Practical observation

The apprentice is observed, by an independent assessor, undertaking a range of day-to-day workplace activities. The observation will involve activities that enable the apprentice to demonstrate the full range of their knowledge, skills and behaviours required and will include questioning to clarify if knowledge and understanding is being applied.