Customer Service

Register Now

Customer Service Level 2 Intermediate Apprenticeship

There are a number of components that make up a Customer Service Intermediate Apprenticeship. Here you will find an outline of the qualifications you will achieve and the units and vocational areas you will cover throughout your training as well as other important information such as timescales, funding and what this qualification can lead to.


Intermediate Apprenticeship in Customer Service, which includes:

  • NVQ Level 2 Certificate in Customer Service
  • Technical Certificate – Level 2 Certificate in Customer Service
  • Functional Skills Maths Level 1
  • Functional Skills English Level 1
  • Employment Rights and Responsibilities

Units: The apprenticeship is made up of mandatory units which cover the essential skills required for working in a customer service environment, such as communication and the principles of effective customer service. There are then a variety of optional units to choose from which focus on the specific tasks you carry out within your role which could include:

  • Impression and Image
  • Delivery of effective customer service
  • Handling customer service problems
  • Developing and improving customer service

How Much Does It Cost?

About The Training

Assessment method: There are various methods available that can be tailored to suit your needs, such as:

  • Observation
  • Examination of case history
  • Product evidence
  • Witness testimony
  • Questioning

All teaching, learning and assessment for the qualification will take place in the workplace. There is no requirement to attend college.

Want More Detailed Information?

View the NVQ standards here. View the Technical Certificate standards here.

What About The Future?

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 an important part of the job such as Business & Administration, Retail, Hospitality and Travel & Tourism
  • the Advanced (14 – 19) Diplomas in a range of related sectors, including Business, Administration and Finance, Public Services, Hospitality and Retail
  • 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 executive officer, customer service delivery co-ordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.

Further Information

Entry requirements: You must be employed in a customer service environment carrying out customer service tasks for at least 16 hours per week.

Progression into this Intermediate Apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Learners may also progress into the Intermediate Apprenticeship without prior qualifications.

Getting Started

To get started please complete the form below and one of our team will contact you ASAP.

Submit the word you see below:

Apprenticeship Levy

The new apprenticeship levy on employers will be introduced in April 2017 and will help fund employer apprenticeship schemes and reach the target of delivering three million apprenticeships by 2020.

Levy Calculator