What content should be covered in the work-based project for the Customer Service Specialist standard?

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.

If the apprentice’s work-based project proposal is not accepted by the End-Point Assessor, the apprentice will have one week to submit a reworked project proposal using any feedback provided and the reason/s behind the initial submission being rejected.

If the work-based project proposal is accepted, the End-Point Assessor will sign this off and the apprentice will then commence work on the work-based project report.

When the work-based project proposal is accepted, the apprentice will have two months from the assessment planning meeting to write and submit the work-based project.

The employer must ensure that the apprentice has sufficient time and resources to plan and undertake the research and produce their written report.

The specific high-level challenge the apprentice will describe in their project report could have taken place at any time during the apprenticeship and before their gateway, but the apprentice cannot write about it or complete their project report until the project proposal has been approved.

The subject of the work-based project report should cover a specific high-level challenge such as a complaint or difficult situation that the apprentice has dealt with, explaining:

• what was the complaint/situation they were involved in

• what actions (planning and execution) they took

• what solutions were offered

• details of any recommendations they made to change a policy or process

• any feedback from the customer

• what their responsibilities were

• what the results were.