Welcome to the EPA Product Newsletter. This week, we cover a range of new resources for the Customer Service standards.
Customer Service Practitioner
We’re happy to introduce the brand-new Customer Service Practitioner Apprentice Pack, available on EPAPro for download!
In this Apprentice Pack, we have updated previously available information and combined it into a single easy-to-read and easy-to-navigate document. In the Apprentice Pack you will find the information on, the Gateway process and requirements, Assessment Methods as well as Grading Criteria and Amplifications.
The Table of Contents has been hyperlinked to individual topics, simply click on the topic of interest and you will be taken to it. For ease of navigation, each page of the Handbook has a link to the Table of Contents on the top right of each page, clicking this will take you to the Table of Contents.
There is lots of new guidance on the Showcase, for which we have also produced a new Showcase Written Report Template. This new Template now includes word count boxes for each section to help Apprentices keep track of the word count, as well as dedicated space for product evidence.
The Template is available on EPAPro under Standard>Customer Service Practitioner, but it can also be accessed through hyperlinks in the Apprentice Pack.
Customer Service Specialist
The Customer Service Specialist Standard has also been reviewed and the new resources are now live on EPAPro.
Similarly, to the Customer Service Practitioner Standards, we have produced an Apprentice Pack, all previously provided guidance and resources are now contained within this document.
We’re also excited to introduce three new Support Materials for the Work Based Project. These include:
Proposal and Report Planning Template
This is a Microsoft Excel document the purpose of which is to provide an Apprentice with a single document in which they can write their Proposal, and then use the Proposal to build on and structure their Report. The Template comprises two Tabs.
The first tab – Proposal, is designed to help an Apprentice write their Project Proposal ensuring that it meets the required knowledge, skills and behaviours (KSBs). The second tab – Report, the Proposal section will automatically populate from the first Tab. Using this information, and Pass and Distinction grading descriptors an Apprentice can now start to structure their Report.
Work-Based Project Proposal Template
The updated Template contains additional guidance and word count boxes.
Work-Based Project Report Template
This has been designed to help an Apprentice ensure their Report meets all KSBs when submitting their Report.
Removal of old resources
As the new resources are being uploaded, you will notice that old resources will no longer be available on EPAPro. We ask that you only use documents that are live on EPAPro, rather than any copies you may have saved locally. This way you can be assured of having the most up-to-date version of any document you may need.
In case you missed it…
Functional Skills
Since the rule change earlier in the year we have updated our guidance. The new guidance document Level 2 Apprenticeships Guidance of Functional Skills Evidence is available on EPAPro under Categories>Gateway and Functional Skills Support.
Training Provider Handbook
In the last newsletter, we told you about the Training Provider Handbook. We hope that this contains all information you may need. As with all our support resources, this is available for download on EPAPro under Assessment Practice and Generic Guidance.
If you would like to get in touch with the Product Development Team, email us at product.development@tquk.org and the team will be happy to help!
To read the previous EPA Product Newsletter, click here.
