Please ensure Javascript is enabled for purposes of website accessibility Level 2 Customer Service Intermediate Apprenticeship - Sandwell College


Level 2 Customer Service Intermediate Apprenticeship

Customer Service Intermediate Apprenticeship


Central Campus


Course summary

Are you looking for an opportunity to earn while you learn? Then an apprenticeship is right for you! On this Level 2 Customer Service Intermediate Apprenticeship you can:

We offer a structured training programme for those in employment who want to learn and we work with employers to recruit apprentices seeking an apprenticeship placement in customer services. If you don’t think you have the necessary ‘work-ready skills’, we also offer traineeships. This course provides the essential work preparation training, English, Maths and work experience needed to secure your apprenticeship place.

Course requirements

To apply for this Level 2 Customer Service Intermediate Apprenticeship, you will need to be aged 16 years or over and must be working or applying to work with a company that has agreed that you will be working as an apprentice.

You will undertake a diagnostic assessment for both Maths and English and a free writing exercise prior to enrolment. If you have passed Maths and English GCSE with a Grade 4/C or above, or functional key skills at Level 2, and can evidence this with certificate/s, you will not need to take the Maths and English functional skills qualification within the apprenticeship programme.

This Level 2 Customer Service Intermediate Apprenticeship usually lasts 12 months and you will play a key role in delivering high standards of customer service.

This course will allow you to build a foundation of skills which are needed to be successful. You will work through a variety of modules to gain the experience and skills needed to succeed, including:

  • Deliver customer service
  • Understanding customers
  • Principles of customer service
  • Deal with incoming telephone calls from customers
  • Resolve customer service problems
  • Communicate with customers in writing

On successful completion of the course, you will achieve the following qualifications:

  • Level 2 NVQ Certificate in Customer Service
  • Level 2 Certificate in Customer Service
  • Functional Skills Maths Level 1
  • Functional Skills English Level 1
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Skills
  • Apprenticeship Achievement Certificate

All learners will have a dedicated trainer/assessor who will plan learning and assessments with you. The assessment methods used will include the following:

  • Observation and assessment in the workplace
  • Exams
  • Course work
  • Portfolio of evidence
  • Witness testimony

You may need to attend college for some classes but the majority of time will be spent learning in the workplace. You will receive regular workplace assessments which will assess competency and you will be required to sit a number of exams during the programme in addition to creating a portfolio of learning.

20% of the training will be delivered off the job and this can include simulation, online learning or training from employers, shadowing, mentoring, industry visits, attendance at competitions and support in writing assignments.

On successful completion of this Level 2 Customer Service Intermediate Apprenticeship, you can progress on to the Advanced Apprenticeship in Customer Service.

To discuss your options direct with the course tutor email

[email protected]

Call our apprenticeship team on 0121 667 5018 for more information and the latest vacancies!

Book now for our next open events! BOOK NOW