Nine electrical learners needed to complete their MOET (Maintenance and Operations Engineering Technician) End-Point Assessment (EPA) within a tight five-week window, right in the middle of the peak assessment season for this apprenticeship standard. With July and August already at capacity, the pressure was considerable.

The MOET EPA includes a practical observation, which adds complexity to scheduling due to the limited number of qualified assessors available through NOCN Group. Despite these constraints, one of our EPA Coordinators took the initiative and led the response.

By proactively mapping out learner locations and aligning assessor availability using a personalised calendar planner, they developed a tailored solution. Open and transparent communication with the client helped us navigate the logistical challenges and ensure a smooth experience for every learner.

Thanks to this agile, learner-first approach, all assessments were delivered on time and to a high standard. This example of service excellence has since become a catalyst for growth. The client has now forecast a significant increase in demand, with over 140 learners expected on the MOET standard in 2025/26.

Simon Lewis, Head of EPA Operations at NOCN Group, commented:

“Working with customers on a personalised basis is invaluable. It allows us to remedy issues quickly and go above and beyond, which not only builds trust but drives long-term success.”

“At NOCN Group, we see this personal service as paramount to delivering effectively.”

As National Customer Service Week draws to a close, Friday’s theme of Service Recognition provides the perfect opportunity to celebrate the dedication and professionalism of our service teams. Their impact goes far beyond delivery, it builds loyalty, drives growth, and sets the benchmark for excellence.