NOCN is a market-leading independent End Point Assessment Organisation (EPAO) who have been successfully delivering End Point Assessments since 2017. NOCN is at the forefront of apprenticeship reforms including the introduction of the Apprenticeship Levy in the UK, working in partnership with employers, Further Education colleges, Training Providers and skills experts to develop a range of standards and assessments for new apprenticeships.

NOCN is also an established Ofqual regulated Awarding Organisation, bringing this level of quality assurance to its End Point Assessment provision

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 environment including contact centres, retail, webchat, service industry or any customer service point.

NOCN works in partnership with employers and Training Providers to provide a quality-first End Point Assessment (EPA). End Point Assessment is the final stage of the apprenticeship where the apprentice demonstrates the Knowledge, Skills and Behaviours gained on-programme to an independent End Point Assessor.

The required Knowledge, Skills and Behaviours of the apprenticeship standard will be fully communicated to the apprentice at the start of their apprenticeship, in preparation for End Point Assessment. End Point Assessment is carried out independently by qualified NOCN End Point Assessors to ensure a quality robust End Point Assessment you can trust.

The required Knowledge, Skills and Behaviours of the Customer Service Specialist apprenticeship standard that the apprentice will be required to learn during the on-programme phase of the apprenticeship, are found on the Institute for Apprenticeships & Technical Education website. Click the link below to see the apprenticeship standard and assessment plan in further detail:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist-v1-0

NOCN has a range of useful EPA resources available and our friendly team is available to offer expert advice and support for both Employers and training providers.

The EPA should only commence once the employer is confident that the apprentice has developed all of the knowledge, skills and behaviours defined in the apprenticeship standard and they hold a portfolio to evidence this. Employers in conjunction with the training provider will decide whether the full portfolio meets these requirements. Full time apprentices will typically spend 15 months on-programme working towards the apprenticeship standard, with a minimum of 20% off-the-job training. Apprentices without English and maths at level 2 on entry must achieve level 2 prior to taking their EPA. For those with an education, health and care plan or a legacy statement, the apprenticeship English and maths minimum requirement is Entry Level 3. British Sign Language qualifications are an alternative to English qualifications for whom this is their primary language. If unsuccessful at the Assessment Gateway, feedback will be given by the employer and nominated training provider to the apprentice to identify areas for development. This development must be demonstrated by the apprentice before progressing to the end-point assessment. Following further consultation with the training provider, the employer should sign-off that the apprentice has achieved the requirements of the Assessment Gateway and is ready to proceed to the end-point assessment process.

There will be three stages; Practical observation with questions & answers, work-based projected and interview Professional discussion supported by a portfolio of evidence.

Practical Observation

The practical will be carried out over one hour (with a 10% variation) and followed by a Q&A for an additional 15 minutes. The NOCN End Point Assessor will conduct the practical at the employment of the apprentices (COVID pending). This will be done on a single day. The apprentice may move between areas within the employment. The apprentice will be required to work within a reflective condition of their usual employment and have the opportunity to cover all the K,S,B’s from the apprenticeship standard. The apprentice will be provided with 2 weeks notice for the observation and has the option to be split over two days if required. The Q&A will last for 15 minutes at the end of the observation.

Work-based Project (WP) and Presentation with Q&A

The work-based project will be designed by NOCN’s Technical Leads to ensure that the apprentice’s work meets the needs of the apprenticeship end-point assessment and has up to date relevance, is relevant to their role and allows the relevant KSBs to be demonstrated for the EPA. Therefore, the project’s subject, title and scope will be agreed upon between the apprentice, the employer and NOCN as the EPAO. The employer will ensure it has a real customer service delivery in its application and NOCN will ensure it meets the requirements of the EPA (including suitable coverage of the KSBs assigned to this assessment method). NOCN will sign off the project title to confirm its suitability before the project commencing as part of the gateway checks and this will form the first interaction the apprentices has with the End Point Assessor.
Due to the often confidential nature of customer service activities, the apprentice must redact from their report any references to clients or customers (including potential customers) by their actual name.

Professional Discussion

The professional discussion will be a two-way dialogue that involves both the independent assessor and the apprentice actively listening and participating in a formal conversation. It allows the apprentice to make detailed and proactive contributions to confirm their competency across the KSBs mapped to this method. The professional discussion must last for 60 minutes. The independent assessor has the discretion to increase the time of the professional discussion by up to 10% to allow the apprentice to complete their last answer. The NOCN End Point assessor will conduct and assess the professional discussion. Only the NOCN EPA and the apprentice shall be present. NOCN will give the apprentice a minimum of one weeks’ notice of when the professional discussion will take place. The apprentice may take their portfolio into the professional discussion and make reference to it throughout.
The professional discussion, supported by the portfolio will be conducted using Microsoft teams by NOCN as the EPAO. To maximise the efficiencies gained through the COVID pandemic.

NOCN organises the EPA at a suitable time for the employer, training provider and apprentice. We then book the independent expert assessor who will deliver the EPA.

Because arranging a quality EPA involves a number of people and organisations, NOCN requires a minimum of three months to ensure all elements of EPA are in place including, contracting, invoicing and scheduling.

When the Gateway stage is reached, NOCN will expect the employer or the Training Provider to inform NOCN and to make the final booking for the End Point Assessment. The End Point Assessment for the apprenticeship standard will take place after the apprentice has completed a minimum of 20% off-the-job training, and achieved all required mandatory elements of the apprenticeship.

NOCN will provide the employer and Training Provider guidance on the pre-requisite requirements needed to be submitted to NOCN and how the End Point Assessment will be undertaken.

When the Gateway stage is reached, NOCN will expect the employer or their Training Provider to inform NOCN and to make the final booking for the End Point Assessment. The End Point Assessment management system allows the apprentice/s data to be added to the system, and this data will match the ESFA database. All pre-requisites for the apprentice will be added to the system before the End Point Assessment booking

NOCN has a range of useful EPA resources available and our friendly team is available to offer expert advice and support for both Employers and training providers.

On successful completion, NOCN will issue an EPA grade notification and apply to the Education and Skills Funding Agency (ESFA) to produce the final apprenticeship certificate.

NOCN EPA services are priced fairly and competitively. As a leading non-profit organisation we ensure our charges are below the maximum 20% of the total apprenticeship. A pre EPA fee is charged at the contracting phase to secure support materials and assessment booking. The remaining balance for the EPA is charged upon Gateway entry and EPA booking. NOCN applies a flexible approach to pricing based upon cohort size and delivery model.

• Customer Service Provider
• Business Administraion/Services/Sector clients