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Intermediate Apprenticeship in Customer Service

This Apprenticeship provides the skills and knowledge required for employment in Customer Service and is designed to raise customer service standards and increase the supply of people with customer service skills.

  • Programme ID: 30004905
  • Sector: Business Management
  • Framework: Customer Service

As one of the most popular Apprenticeships in the UK, Customer Service covers many sectors. Employers recognise the key role that customer-facing staff play, in determining the quality of the customer experience and by increasing customer loyalty. In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase.

This Apprenticeship provides the skills and knowledge required for employment in Customer Service and is designed to raise customer service standards and increase the supply of people with customer service skills.

Example job roles:

Customer Service Trainee
Customer Service Assistant
Customer Service Advisor
Customer Service Representative
Customer Service Agent

Qualification:

Combined Competence and Knowledge Based Qualification:

  • NOCN Level 2 Diploma in Customer Service (601/4418/X)
  • Credit Value: 45
  • Guided Learning Hours: 245

Functional Skills:

To complete the apprenticeship apprentices may need achieve functional skills if they don’t have the adequate qualifications, the qualifications that can be taken with this apprenticeship are:

  • NOCN Functional Skills qualification in English Level 1 (500/8499/9) 
  • NOCN Functional Skills qualification in Mathematics Level 1 (500/8501/3)

Employee Rights and Responsibilities (ERR):

The ERR aspect of this framework can be achieved through completing the optional L/506/1905 Employee Rights and Responsibilities unit included within the combined qualification as an additional unit or use the Instructus Skills workbook.

Personal Learning and Thinking Skills:

This group of skills are completed as part of the competency or knowledge-based qualifications. The skills covered are:

  • Creative thinking
  • Independent enquiry
  • Reflective learning
  • Team working
  • Self management
  • Effective participation

The Framework for the English apprenticeship can be found here.

The Framework for the Welsh apprenticeship can be found here.