First customer services apprentices complete End-Point Assessment

Dean Curry, Mary-Kate Longyear, Independent End-Point Assessor at NCFE Keith Jenner

PETA is celebrating the success of its first cohort of customer services apprentices who have passed their End-Point Assessment (EPA), with four of the five apprentices achieving distinctions.

The apprentices, who have completed the Level 2 Customer Service Practitioner award, are employed by local companies that have partnered with PETA to deliver the 14-month apprenticeship programme.

The introduction of EPA is one of the biggest apprenticeship reforms of recent years. It means that apprenticeship standards are now assessed at the final stage through a number of assessments that offer confirmation of knowledge, skills and behaviours (KSBs) for a particular role. The independent nature of EPA is designed to ensure that skills are transferable across different organisations and respected industry-wide.

The apprenticeship requires the employer to train their apprentice in the role they’ve been employed to do, dedicating 20% of their time to activities such as shadowing colleagues, training courses and online learning. The customer service apprentices attended eight training days at PETA’s training centre in Portsmouth, spread out across the duration of the programme. PETA Trainer Assessor Dean Curry visited each apprentice in their place of work every six weeks to assess and record their progress.

At the end of the programme, the apprentices completed the EPA, which involves three End-Point Assessments, a showcase of evidence, a practical observation and a professional discussion with the NCFE.

Architectural Façade Solutions was one of the organisations that selected PETA as their training provider, and employed a Customer Service Apprentice, Mary-Kate Longyear, who recently passed her apprenticeship.

PETA worked with NCFE, the appointed EPA organisation, to support the employer through the process, ensuring the apprentice could successfully demonstrate the relevant KSBs for the customer service role.

Dean Curry commented: “EPA has been a massive change to the format of apprenticeships. The support from NCFE has made a big difference to us, highlighting the importance of having a good relationship with the EPA organisation as early as possible. It’s great to see apprentices passing their EPAs, and many of them with distinctions. It’s their hard work, coupled with great teamwork between the NCFE, PETA and the employers that has enabled such positive results to be achieved.”

To explore how apprenticeships and funding opportunities can support you in developing tomorrow’s business talent today, please contact

Photo: Dean Curry, Mary-Kate Longyear and Independent End-Point Assessor at NCFE Keith Jenner.

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