Customer Service Specialist
- Apprentices who started their apprenticeship before 12/02/2024 will be assessed against ST0071/v1.0
- Apprentices who started their apprenticeship between 12/02/2024 and 08/12/2024 and will be assessed against ST0071/v1.1
- Apprentices who started their apprenticeship between 09/12/2024 and 09/12/2025 will be assessed against v1.2
- Apprentices who started their apprenticeship on or after 10/12/2025 will be assessed against v1.3
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”
Need help understanding the assessment plan? Speak to our friendly team today.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 are available here.
Our supporting resources for each version of this standard are available below.
The EPA Kit is your complete guide to assessment for this standard. The latest version can be found below:
The following documents must be submitted as part of the assessment. Check the EPA Kit to determine when these must be submitted to Highfield.
You can access the Gateway Readiness Report here.
Work Based Project Mapping Document – Optional
Use our mock assessment materials to help prepare for 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 assessment.
Think about…Practical Observation
Think about…Professional Discussion
This guide provides a timeline for the assessment process for this standard, including the order of assessment activities.
The EPA Kit is your complete guide to assessment for this standard. The latest version can be found below:
The following documents must be submitted as part of the assessment. Check the EPA Kit to determine when these must be submitted to Highfield.
You can access the Gateway Readiness Report here.
Work Based Project Mapping Document – Optional
Use our mock assessment materials to help prepare for 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 assessment.
Think about…Practical Observation
Think about…Professional Discussion
This guide provides a timeline for the assessment process for this standard, including the order of assessment activities.
The EPA Kit is your complete guide to assessment for this standard. The latest version can be found below:
The following documents must be submitted as part of the assessment. Check the EPA Kit to determine when these must be submitted to Highfield.
You can access the Gateway Readiness Report here.
Work Based Project Mapping Document - Optional
Use our mock assessment materials to help prepare for 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 assessment.
Think about…Practical Observation
Think about…Professional Discussion
This guide provides a timeline for the assessment process for this standard, including the order of assessment activities.
The EPA Kit is your complete guide to assessment for this standard. The latest version can be found below:
The following documents must be submitted as part of the assessment. Check the EPA Kit to determine when these must be submitted to Highfield.
You can access the Gateway Readiness Report here.
Work Based Project Mapping Document - Optional
Use our mock assessment materials to help prepare for 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 assessment.
Think about…Practical Observation
Think about…Professional Discussion
This guide provides a timeline for the assessment process for this standard, including the order of assessment activities.