Highfield Assessment

Preparing for End-Point Assessment Guide - Customer Service Practitioner

The latest version of the Customer Service Practitioner EPA-kit is provided below, alongside the latest version of the gateway readiness report for this standard:

Highfield Level 2 End-Point Assessment Kit for Customer Service Practitioner V5.1

Highfield Level 2 Gateway Readiness Report for Customer Service Practitioner

Written Submission Sheet

Mock Assessment Materials Apprentice Showcase

Mock Assessment Materials Practical Observation

Mock Assessment Materials Professional Discussion

During this period of Covid-19 disruption, the following temporary discretion has been agreed, for this standard, until further notice:

The observation may be replaced with witness testimony from someone familiar with the apprentice’s work.  The apprentice would then be assessed through Q&A with an external assessor.

The toolkit information accessible below, has been updated to reflect this temporary change:

Witness Testimony Guidance

A Guide to Writing Witness Testimonies

Witness Testimony Record

Witness Testimony Matrix Sheet (PDF)

Witness Testimony Matrix Sheet (WORD)