Business and Professional


Course Title: Intermediate Apprenticeship in Customer Service
Course Code: PD230

Department: Business and Professional
Course Type: Apprenticeship

The Customer Service Apprenticeship responds to the employer 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 Advanced Apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders. 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. For an Advanced Apprentice these skills could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.



NVQ Certificate in Customer Service

Course Content

Principles of customer service
Understanding customers
Understanding employer organisations
Communicate verbally with customers
Process information about customers
Resolve customer service problems
Employer Rights and Responsibilities (ERR) in the Logistics Industry
Personal Learning and Thinking Skills (PLTS)
Functional Skills in English and/or maths depending upon GCSE achievement.

Delivery of this Apprenticeship Framework is in the workplace. No college attendance is required.

Entry Requirements

There are no formal entry requirements for this Apprenticeship but you will be expected to find suitable relevant employment where they offer a service to customers. 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.

Next Steps

Advanced Apprenticeship in Customer Service.

Career Opportunities

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.