EPA Standard
Customer Service Specialist
The Customer Service Specialist is responsible for ensuring a high standard of customer experience. They handle difficult questions, complaints, and technical issues. They are required to know a lot about the company’s products and services, and help share that knowledge with others. They also collect and study customer data to help improve company processes.
Level 3 
£4,000 
15 months
Why NCFE?
We’re an approved End-Point Assessment Organisation (EPAO) specialising in EPA delivery across health, education, early years, digital, social care, and business apprenticeship standards. We offer flexible and reliable EPA solutions supported by sector expertise, guidance documents and proactive service and support.
End-point assessment
The EPA for Customer Service Specialist contains three methods of assessment:
Practical Observation with Q&A
The Independent End-Point Assessor (IEPA) will oversee the Practical Observation, as the apprentice undertakes a range of duties in the workplace. The Observation will last 60 minutes (+/- 10%) and include a 10-minute Q&A.
Grading: graded as a Pass or Distinction.
Work-based Project (supported by an Interview)
The apprentice submits the Work-based Project proposal at Gateway. Once approved, they’ll have two months to complete the Project and submit a 2500-word report (+/- 10%). This report must be submitted two weeks before the Interview takes place. During the Interview, apprentices will be asked 10 questions based on their Project and the supporting evidence. The Interview will last for 60 minutes.
Grading: graded as a Pass or Distinction.
Professional Discussion
The Professional Discussion provides an opportunity for the apprentice to demonstrate their knowledge, skills and behaviours. They’ll support this with a Portfolio of Evidence that they’ve built up during the on-programme period. This informal discussion will last 60 minutes (+/- 10%).
Grading: graded as a Pass or Distinction.
Customer Service Specialist v1.2
Delivering from 9 December 2024
Download standard PDF Skills England standardCustomer Service Specialist v1.1
Delivering from 12 February 2024 to 8 December 2024
Download the standard
See the full standard on IfATE
Customer Service Specialist v1.0
Delivering from 10 May 2018 to 11 February 2024