End-point assessment

We offer a full range of assessment services to support the diverse requirements of the 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.

EPA specification - Customer Service Specialist

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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 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, the overall grade is Fail.

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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.

Pearson would like to keep you updated with information on our range of products and services.

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Your personal data will be processed by Pearson in accordance with the General Data Protection Regulation (GDPR) and our Privacy Notice.

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Pearson would like to keep you updated with information on our range of products and services.

If you don't want to receive this information, please tick this box.

Your personal data will be processed by Pearson in accordance with the General Data Protection Regulation (GDPR) and our Privacy Notice.

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Apprenticeship Standards Customer Service Specialist

End-point assessment