Customer Service Specialist End Point Assessment ST0071 V1-1

The Customer Service Specialist ST0071 Apprenticeship has been updated to version 1.3.

Apprentice Support Package: AS-CSS-ASP-V1.3

End Point Assessment: AS-CSS-EPA-V1.3

The Apprenticeship Standard and Assessment Plan can be found here.

Customer Service Specialist Level 3 ST0071 (V1.3) 

Version 1.3 of the assessment plan was published on 10th December 2025.

NOTE: There are no changes to the assessment plan or the End-Point Assessment. 

The version number change relates solely to an update to the Subject Sector Area (SSA) code. All documentation has been updated to reflect the revised version number only. 

Version 1.3 of the assessment plan will be available for registrations from: 27 March 2026. 

Learners currently on-programme will continue on V1.2 of the plan. 

Overview of the role:

Dealing with customer queries, purchases and complaints.

Role/Occupation 

The role of a customer service specialist is to act as a referral point for dealing with more complex or technical customer requests, complaints and queries. They are often an escalation point for complicated or ongoing customer problems and will be an expert in their organisation’s products and/or services. 

Duration: 15 months 

The apprenticeship will take a minimum of 15 months to complete depending on experience. 

Overview 

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.  

As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, service industry or any customer service point. 

Designed with different learning styles in mind, the IMI’s solution ensure that apprentices are fully engaged and prepared for their End-Point Assessment (EPA). This standard is suited to those looking to work in higher level customer service roles across the automotive retail sector. 

Entry Requirements 

English and Maths at Level 2 (or equivalent) is required to be held prior to the EPA. The IMI provides solutions for any apprentice who does not have a Level 2 (or equivalent) in English or Maths before starting, to achieve this before completion of the apprenticeship. 

Organisations will set their own entry criteria. However, they are more likely to select individuals who demonstrate the following qualities: 

• Advanced interpersonal skills 
• Experience working with customers 
• Problem-solving and self-organisation skills 
• Good communication skills, both oral and written 
• Works well independently and as part of a team. 

End-Point Assessment Gateway (Mandatory) 

• Employer is confident that the apprentice has developed all the knowledge, skills and behaviours defined in the apprenticeship standard and they hold a portfolio to evidence this.  
• Achieved minimum requirement of 20% off-the-job training. 
• Achieved English and Maths at Level 2. 

Assessment Overview 

The end-point assessment (EPA) is synoptic and takes place at the end of the apprentice’s learning and development. The overall EPA must be covered over a maximum period of 3 months after the apprentice has met the EPA Gateway requirements. 

The EPA consists of the following three assessment methods: 

1. Practical observation with Q&As 
2. Work based project, supported by an interview 
3. Professional discussion supported by portfolio evidence. 

Each assessment method is graded: Fail/Pass/Distinction. 

The apprenticeship includes Fail, Pass, and Distinction grades which are awarded at the end point assessment. The final grade is based on the overall performance in the Practical Observation, Work Based Project, and the Professional Discussion. 

Link to Professional Registration 

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should an individual choose to progress on a customer service career path, they may be eligible for further professional membership including management.