Business and IT and Professional


Course Title: Customer Service Intermediate Apprenticeship
Course Code: PD230

The Customer Service Intermediate Apprenticeship responds to the employer's need for high levels of customer service skills within a wide range of organisations.

Customer service skills are transferable across sectors and can be applied to many job roles.

The apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service as an occupation, for example Customer Service Trainees, Assistants and Representatives/Agents.

Whatever job role or sector a customer service apprentice might work in, they will be learning
and understanding the key concepts of customer service and how to apply customer service knowledge and skills in the workplace.

For an intermediate apprentice these skills could involve communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team and building relationships with customers.



NVQ Certificate in Customer Service (QCF)

Course Content

The qualification comprises of 2 sections. Diploma in Customer Service covering the NVQ and technical certificate elements.

The qualification includes a wide range of work based units for you to choose from including:

- Principles of customer service
- Understanding customers
- Understanding employer organisations
- Communicate verbally with Customers
- Process information about customers
- Resolve customer service problems
- Employee rights and responsibies,

Functional skills in Maths/or English depending upon GCSE achievement.

Entry Requirements

There are no mandatory entry requirements for this apprenticeship framework. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a "can do" attitude and have basic numeracy and literacy skills on which to build their customer service skills. Candidates need to be working with customers on a regular basis to complete the apprenticeship, with the whole apprenticeship being carried out in the workplace.

Next Steps

Advanced Level Apprenticeship in Customer Service.

Career Opportunities

Intermediate apprentices, with support and opportunities in the workplace, can progress onto: - the Level 3 Advanced Apprenticeship in Customer Service - other Level 3 Advanced Apprenticeships - particularly where customer service is a important part of the job such as Business & Administration, Retail, Hospitality and Travel & Tourism - 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 Relationship Manager, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles.