How long should the work-based project for the Customer Service Specialist standard last?

The work-based project report must be 2,500 words (+/-10%) in length.

It should contain annexes/appendices that are relevant to the apprentice and are related to the actions they undertook relating to the high-level challenge. Examples of evidence that could be included in the annex/appendices are:

• emails

• letters

• meeting notes

• call logs

• workflow documents

• feedback.

Any work-based project report that does not meet the minimum word count will be considered a fail. Anything exceeding the upper limit of the word count of 2750 words will not be assessed and therefore not contribute to the overall grade.

Before gateway and before starting the work-based project report, the apprentice will need to write a work-based project proposal.

The purpose of the work-based project proposal is for the apprentice to outline, in no more than 500 words, what their project is about, and to demonstrate a specific high-level challenge they have encountered and how this challenge has the potential to meet KSBs assigned to this assessment components. This will be discussed in the assessment planning meeting. The apprentice will then have eight weeks to implement this project and complete the report, which is submitted directly to your End-Point Assessor.

The work-based project report will be supported by an interview which will take place at least two weeks after the apprentice has submitted their work-based project report to give the End-Point Assessor time to review their work and prepare for the interview aspect of the assessment.

This is a formal assessment which must take place in a controlled environment. The interview will last for 60 minutes (+/-10%) and will focus on the written project and any supporting annexes. During the interview, the apprentice will be asked 10 competency-based questions.