Customer Service Intermediate Apprenticeship

- Edexcel

Level 2

Who is this course for?

The Level 2 Apprenticeship is ideal for anyone who works, or would like to work, in a customer-orientated environment such as call centres, retail outlets, hotels and public service organisations.

Formal Entry Requirements

You will need to have at least grades A - C in English and Maths, and be working within, or have access to, a customer orientated environment. Entry is also subject to a satisfactory interview and college assessment.
You will need to secure a work placement prior to commencing an Apprenticeship. The College will assist you with this by offering you the opportunity to attend an interview with a local employer, who is willing to take on an Apprentice.

What does the course involve?

You will attend our state-of-the-art training centre on a weekly basis. Training includes a variety of customer service and IT functions. The rest of your working week is spent ‘on the job’ training in your place of work, where you will learn practical and interpersonal skills from business professionals.
Level 2 Customer Service framework consists of Level 2 NVQ Certificate in Customer Service, Level 2 Certificate in Customer Service (Technical Certificate), Key/Functional Skills and Communications. You will also be given an introduction to ERR (Employment Rights and Responsibilities), which covers the responsibilities of employees at work.

How will I be assessed?

You will have your own dedicated trainer/assessor who will plan learning and assessments with you. Assessment will be through a combination of coursework, portfolio of work-based evidence and external assessment for both Key Skills and the Technical Certificate. Your progress throughout the programme will be regularly monitored through individual tutorials and progress reviews.

Where can I go next?

As well as direct employment, successful apprentices can often go on to complete an Advanced Apprenticeship, once they have gained more experience in a customer service focused role, or a Team Leading qualification.