How long does the practical observation for the Customer Service Specialist standard last?

The practical observation has been designed to enable apprentices to evidence their skills, knowledge and behaviours from the modules assigned to this assessment method. The End-Point Assessor will observe apprentices in a normal place of work.

The practical observation will last 60 minutes. The End-Point Assessor has the discretion to increase the total time of the observation by up to 10%. No new tasks will be observed after the time limit has been reached.

During the practical observation, apprentices have the opportunity, if required, to move from one area or function of the business to another.

The questioning period will last for no longer than 15% of the time allotted for the practical observation. Therefore, the question and answer session will last for up to 10 minutes.