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Customer Service Intermediate (Level 2) Apprenticeship

An apprenticeship offers you the chance to earn a wage while you are employed and learning the practical skills required for the job. Once employment is secured, you will be trained ‘on the job’ and given the opportunity to develop your Customer Services skills.

  • Course details, fees and dates

    Start Date September

    How long is the course? 12 months

    Examining Body OCR

    Is an interview required? Yes

  • Who is this course for?

    This apprenticeship is aimed at students aged 16 and over who would like to pursue a technical career and gain a formal qualification.

    Any employment is challenging and an apprenticeship carries the extra demands of gaining your qualifications and being willing to continually update your knowledge and understanding and develop your skills. You will need to be conscientious, mature, reliable, self-motivated, committed and enthusiastic.

    The Customer Service intermediate Apprenticeship offers the opportunity to gain knowledge and develop an essential skill set that will provide the foundation for any customer focused role that is transferable across sectors.

  • Am I qualified to join the course?

    Progression into this intermediate apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices

    Such routes will include having: undertaken learning in the Foundation Learning Curriculum achieved QCF Awards, Certificates or Diplomas achieved a (14 - 19) Foundation or Higher Diploma in Business, Administration and Finance or Hospitality achieved GCSEs or A Levels. Learners may also progress into the intermediate apprenticeship without prior related qualifications.

    You will need 4 GCSEs including English and Maths at grade C or above.

  • What will the course cover?
    • Level 2 Diploma in Customer Service
    • Employee Rights and Responsibilities – you will learn about your rights and responsibilities in the workplace. This will cover things such as health and safety, contract of employment and hours of work
    • Employee Rights and Responsibilities – you will learn about your rights and responsibilities in the workplace. This will cover things such as health and safety, contract of employment and hours of work
    • Personal Learning and Thinking Skills (PLTS)
  • What will I be able to do as a result of the course?
    • Deliver customer service
    • Understand the Principles of customer service
    • Understand customers
    • Understand employer performance and development
    • Communicate verbally with customers
    • Communicate with customers in writing
    • Manage personal performance and development
  • How will I be taught?

    Apprenticeships are achieved through a blended learning approach, incorporating taught sessions, workplace learning and assessments. Each unit will be continually assessed. Most of an apprentice’s training is performed in the work place on the job but there will also be the need to complete off-the-job training within college by day release. You will receive one-to-one support, group teaching and advice from our team of qualified assessors and advisers.

  • How will I know I am progressing and how is the course assessed?

    You will be allocated an assessor whose role it is to evaluate your competency. When your assessor is satisfied that you have met all of the requirements for a unit they will confirm this by signing an evidence record sheet to show that the assessment is complete. The assessor will visit you in your work place on a regular basis. The apprenticeship is assessed by continuous assessment of practical, written and oral work, online testing, assessment in the workplace and through the production of a portfolio of work.

  • Will I have chance to get my own views across?

    You will have consistent contact with your assessor throughout the course. In addition, quarterly reviews with your assessor and workplace supervisor will you the opportunity to provide feedback on any aspect of the course. At the end of the course you will have the opportunity to evaluate your course by completing a questionnaire.

  • What can the course lead to?

    Intermediate apprentices, with support and opportunities in the workplace, can progress onto:

    • Level 3 Advanced Apprenticeship in Customer Service
    • Other Level 3 Advanced Apprenticeships – particularly where customer service is an important part of the job such as Business Administration, Retail, Hospitality and Travel and Tourism.
    • Advanced (14-19) Diplomas in a range of related sectors, including Business Administration and Finance, Public Services, Hospitality and Retail.
    • Further Education to undertake customer service, business related or other qualifications.

    With additional training, intermediate apprentices may be able to progress in their careers to roles including Customer Relations Manager, Customer Service Executive Officer or a wide range of other Customer Service related roles.

  • How do I apply?

    Please complete and submit the Apprenticeship Application Form, which should include an up to date reference. After the application form has been received an interview will be arranged. Start dates are set and are varied across the year and the interviews that will take place throughout the year are scheduled with consideration of these start dates.

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