Highfield Assessment

Preparing for End-Point Assessment Guide - Customer Service Specialist

The latest version of the Customer Service Specialist EPA-kit is provided below:

Highfield Level 3 End-Point Assessment Kit for Customer Service Specialist V1.2

Highfield Level 3 Gateway Readiness Report for Customer Service Specialist

Written Submission Sheet - This document must accompany written work when submitted to Highfield Assessment.

To make it easier to access the information you need, we also provide this EPA-kit in its individual sections, which can be accessed using the links below:

Section 1 - Introduction

Section 2 - Mapping

Section 3 - The Highfield Approach

Section 4 - Delivering the Standard

Section 5.1 - Gateway Instructions

Section 5.2 - Gateway Readiness Report

Section 6 - Assessment Summary

Section 7.1 - Assessing the Work-based Project

Section 8.1 - Assessing the Professional Discussion

Section 8.2 - Portfolio of Evidence Matrix Sheet

Section 9 - Assessing the Practical Observation with Q+A

Section 10.1 - Mock Assessment Materials

Section 10.2 - Mock Assessment Materials Professional Discussion

Section 10.3 - Mock Assessment Materials Practical Observation

Section 10.4 - Mock Assessment Documentation Work-Based Project


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                                                                

Witness Testimony Record

Witness Testimony Matrix Sheet