What happens if the showcase for the Customer Service Practitioner standard is failed and needs to be resat or retaken?

If apprentices fail any assessment components, they're eligible for a resit or retake. A resit does not require further learning, whereas a retake does.

A supportive action plan should be prepared for the resit or retake. Employers must agree that either a resit or retake is an appropriate course of action, and the number of attempts apprentices are permitted when resitting or retaking the assessment is at the employer's discretion.

In a resit or retake, apprentices will be asked different questions from the initial attempt. It must take place within 12 months from the fail notification, otherwise, the entire end-point assessment (EPA) must be retaken.

If apprentices require a resit or retake, the overall EPA grade will be capped at a pass, unless Training Qualifications UK determines there are exceptional circumstances. Apprentices are not permitted to resit/retake to move from a pass to a distinction.