Level 3 Customer Service Specialist End-point Assessment (9494)

Last Updated: 06 Jul 2023

Product code 9494

LARS number 278

Registrations: from 07/11/2018
Open for EPA Bookings: from May 2019

The Level 3 apprenticeship standard for the Customer Service Specialist is designed for apprentices in customer service roles. Customer Service Specialist need to demonstrate excellent customer service skills and behaviours as well as strong product and/or service knowledge. They provide service in line with customer service standards and strategy and understand regulatory requirements.

The Level 3 Customer Service Specialist  apprenticeship is designed for learners in customer service roles of which there are many and could include: 

•Customer Service Specialist
•Customer Service Team Leader
•Customer Service Executive

For more information about the Customer Service Specialist standard, view our handy factsheet in the document section.

1. Our teaching and digital learning resources for the Customer Service Specialist gives you the flexibility to choose the tools you need to support apprentices through their on-programme learning, build their confidence and competence and ensure a quality learning experience in preparation for EPA.
2. We are on the register of end-point assessment organisations for the Customer Service Specialist.  Our high-quality, rigorous end-point assessment, can be delivered at a convenient time for your apprentice.  Our end-point assessment service includes a suite of guidance documents and preparation tools to get you ready for EPA. 


City & Guilds has designed innovative and flexible delivery content that will equip apprentices with the competence and confidence to perform their best in assessment.  Including;

• Optional qualification: Our Level 3 Customer Service Specialist (2794-03) supports the delivery of all the skills, knowledge and behaviours required.  Apprentices will receive a certificate and shareable digital credential upon successful completion.  We have created a supporting document to link the qualification content to the requirements in the standard so you can feel confident that everything is covered.  You’ll find this in the documents section.

• Apprenticeship training manual: Our apprenticeship training manual (ATM) guides tutors and apprentices through a range of practical tasks mapped to the standard, allowing apprentices to track progress and record evidence of their learning as they go. Tasks are mapped to maths & English requirements, developing knowledge and skills in a real working environment. 

The ATM is available as a digital download (Smartscreen order code: SS290803), or through our e-portfolio, Learning Assistant. 

• Downloadable tutor materials: Tutor materials compliment apprenticeship delivery with engaging content including handouts, lesson plans and presentations, covering all learning outcomes. Materials are available for download from SmartScreen.

• Digital learning:  Digital learning allow learners to study at their own pace and in their own time, offering flexibility in lesson delivery and learning styles.  Our content is interactive, including videos, quizzes and knowledge content for learners to work through independently.  All of our content maps to the required skills, knowledge and behaviour outlined in the assessment plan, so tutors can feel confident that everything is covered.   For more information, or to request a demo, please email digitialsales@cityandguilds.com.

For all standards:
• Induction learning content: Extensive content including handouts and e-learning modules meets the mandatory requirements for any apprenticeship programme of learning:
• Health and safety
• Safeguarding and Prevent
• Equality and diversity
• British values

• Maths & English: Our Functional Skills qualifications cover the core maths and English requirements for this standard.  Our support package, e-Functional Skills is an online teaching and learning platform that guides learners from an initial diagnostic assessment, through to meeting the requirements for this standard.



End-point assessment

EPA product code: 9494-12

City & Guilds is open for registrations end-point assessment for the Customer Service Specialist.  As one of the biggest EPAOs in England, we pride ourselves on our first rate customer service.  Our EPA team is on hand to support you every step of the way, guiding you through gateway and ensuring your apprentice has all the tools they need to prepare for the assessment.   Our assessment and grading is standardised and all our assessors have industry experience and receive on-going training, so you can trust that we will deliver a fair and robust assessment.

Assessment events for this standard are:
• Work Based Project
• Practical observation
• Professional discussion

For further guidance, please refer to our end-point assessment pack. The handbook provides more detail behind the knowledge, skills and behaviours in the standard and the range of content within the standard. The end-point assessment pack includes detailed guidance on grading criteria for the EPA and the evidence you’ll need to produce for knowledge, skills and behaviours at gateway.  You’ll find this in the documents section.

EPA preparation and gateway guidance for this standard: 
Upon registration for EPA, you will have access to a range of support material for the Customer Service Specialist to help prepare for end-point assessment.

• EPA exemplar materials: available for tutors, providing real assessment examples for each assessment type, such as transcripts and model answers.  This will help you to prepare apprentices and ensure they feel ready for assessment. 
• EPA preparation tool: Our platform guides apprentices through online content to help them feel ready for their EPA experience. User-friendly technology takes the apprentice through a series of questions, to suggest material personalised to their apprenticeship standard and their confidence levels.  The content is curated from across the web and covers areas like revision and exam skills, professional discussion and interview skills. You can watch our short video to learn more.

• Recording forms: supporting you to complete key stages of EPA readiness, we have prepared forms to give you peace of mind and confidence that everything is covered.  These packs include a gateway declaration form that is needed during the booking process and assessment forms, if required, that apprentices might need during assessment. 

• LIEPA reports: Our lead independent end assessors (LIEPAs) produce an annual report with insight into the EPA results and findings across all centres.  These reports can help you refine your apprenticeship delivery to improve success rates. 

Apprenticeship certification
As well as receiving their Institute for Apprenticeships (IfA) apprenticeship certificate, the apprentice will receive a City & Guilds statement of achievement for end-point assessment.


How to register

If you’re an existing City & Guilds centre or interested in becoming a centre, make sure you’ve read our EPA manual and guidance. This will explain the process and all our terms and conditions. Our short ‘how-to’ guides and videos are a great start to help you get to grips with what to expect and how to stay on track when booking EPA and preparing apprentices for assessment. You’ll find these resources in our EPA document library.

To use our quality-assured on-programme materials or end-point assessment service there are three ways to either find out more or to order what you need:

1. If you’re an existing City & Guilds customer, go to Walled Garden and select the materials you need or register your apprentice for end-point assessment. (You may need to submit a request to deliver if you don’t yet have approval for that standard.)

2. Get in touch with directsales@cityandguilds.com.  Our team can explain our different products and services and start getting you set up as a customer or give existing customers support on the new apprenticeship arrangements.

3. Speak to your City & Guilds Business Manager about how to access our products or how to register your apprentices with us.

Here you can find all documents related to this suite of apprenticeship.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this apprenticeship?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form