Where does the interview for the work-based project assessment within the Customer Service Specialist standard take place and who is involved?

The work-based project interview can be conducted face-to-face or remotely, via online means.

Face-to-face assessments typically take place at the employer’s or training provider's premises, and the End-Point Assessor is in the room to invigilate. conduct the assessment

TQUK uses Microsoft Teams for online assessment, so apprentices should ensure they have downloaded this software and are familiar with how it works. A video conference between the apprentice and the End-Point Assessor is arranged, and the Assessor observes the apprentice while they take the exam. The session is recorded in full for further reference and quality monitoring purposes.

Whether face-to-face or online, the time and date of the work-based project interview are agreed between the apprentice and assessor at the assessment planning meeting.

During the interview, the apprentice will be asked ten competency-based questions.

The questions will be based on the knowledge, skills and behaviours assigned to this assessment component and may take the following format:

Business Knowledge and Understanding

• How have their recommendations impacted their organisation?

Customer Journey Knowledge

• What are the business processes that underpin the best outcome for their customers?

Service Improvement

• What qualitative and quantitative data does their organisation gather and how do they use it?