Customer Service Specialist
Highfield Assessment currently provides end-point assessment services for both the ST0071/v1.0 and ST0071/v1.1 versions of this standard.
- Apprentices who started their apprenticeship before 12/02/2024 will be assessed against ST0071/v1.0.
- Apprentices who started their apprenticeship on or after 12/02/2024 will be assessed against ST0071/v1.1.
Dispensation Information
A temporary dispensation has been applied to the ST0071 end-point assessment plan for apprentices who are re-sitting or re-taking only the observation element of the now-retired version 1.0 EPA. The dispensation will last from 20/03/24 to 20/07/24.
End-point assessment organisations (EPAOs) delivering EPAs for the apprenticeship will implement the dispensation as required, supported and monitored by the relevant EQA provider.
The key changes are:
Apprentices who have failed only the observation assessment method prior to the adjustment being implemented, on the now-retired version 1.0 EPA and are re-sitting or re-taking only the observation method on version 1.1 of the EPA, will be permitted 15 minutes of questioning following their observation re-sit or re-take to meet the criteria “resolve complex issues by being able to choose from and successfully apply a wide range of approaches”
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 3 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.
Work Based Project Mapping Document – Optional
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 – Practical Observation
These guides are designed to prompt apprentices to think about how best to plan for their end-point assessment.
Think about…Practical Observation (Editable)
Think about…Practical Observation (Printable)
Think about…Professional Discussion (Editable)
Think about…Professional Discussion (Printable)
Think about…Work Based Project (Editable)
This guide provides a timeline for the end-point assessment process for this standard including the order of assessment activities.
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.
Work Based Project Mapping Document – Optional
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 – Practical Observation
These guides are designed to prompt apprentices to think about how best to plan for their end-point assessment.
Think about…Practical Observation (Editable)
Think about…Practical Observation (Printable)
Think about…Professional Discussion (Editable)
Think about…Professional Discussion (Printable)
Think about…Work Based Project (Editable)
This guide provides a timeline for the end-point assessment process for this standard including the order of assessment activities.