• Level 3
  • Reference AS-CSS-EPA-V1.1

Apprentice Support Package: AS-CSS-ASP-V1.1

End Point Assessment: AS-CSS-EPA-V1.1

The Apprenticeship Standard and Assessment Plan can be found here.



Dealing with customer queries, purchases and complaints.


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.


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


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. You utilise both organisational and generic IT systems, and 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 ensures 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.


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 of 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.


  • 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.


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.


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.

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