Customer Service Practitioner | Apprenticeship Standard | Highfield Assessment
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Customer Service Practitioner

Highfield Assessment currently provides end-point assessment services for the ST0072/IfATE v1.1/AP02 version of this standard. 

Apprentices who started their apprenticeship on or after 03/10/2018 will be assessed against ST0072/AP02.

To access our Apprenti-kit training resource that supports this standard (available in both hard copy and digital formats) simply visit here.

Qualification - We have developed the Highfield Level 2 Diploma in Customer Service Skills (RQF) that maps directly to the standard. 

All general forms, guidance and support documents relating to end-point assessment are available here.

The EPA-kit is your complete guide to end-point assessment for this standard. The latest version can be found below:


The following documents must be submitted as part of the end-point assessment. Check the EPA-kit to determine when these must be submitted to Highfield.  

Gateway Readiness Report

Written Submission Form – if submitting the showcase as a project

Use our mock assessment materials to help prepare for end-point assessment. Guidance on how to conduct a mock assessment can be found in the EPA-kit.

Mock Assessment Form – Apprentice Showcase

Mock Assessment Form – Practical Observation

Mock Assessment Form – Professional Discussion

These guides are designed to prompt apprentices to think about how best to plan for their end-point assessment.

Think about…Apprentice Showcase (Printable)

Think about…Practical Observation (Printable)

Think about…Professional Discussion (Printable)

This guide provides a timeline for the end-point assessment process for this standard including the order of assessment activities.  

Apprenticeship Journey Guide