West Thames College London

Apprenticeship in Customer Service - Intermediate

Employers recognise the key role played by customer-facing staff in determining the quality of the customer experience and increasing customer loyalty. In a service-led economy, customer demand for individualised service will continue to increase.

Employers across all sectors, regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to upskill their current workforce and recruit new staff.

Customer Service Apprenticeships help employers address skills gaps and raise customer service skills in the workplace.

This 12-15 month apprenticeship is your fast track to success!

Key course features


BTEC Level 2 Diploma in Customer Service

Level: Level 2

Mode: Part-time

Start Date: 01 October 2016

About the course

You will study:

Mandatory units (19 credits)

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development.

Optional units

26 credits must be obtained through completing a minimum of one unit from each of Group B, C and D:

  • A minimum of 3 credits must be achieved from Group B.
  • A minimum of 16 credits must be achieved from Group C.
  • The remaining credits can be taken from Group B, C or D. A maximum of 7 credits can be achieved from Group D.

Group B:

  • Communicate verbally with customers
  • Communicating with customers in writing.

Group C:

  • Deal with incoming telephone calls from customers
  • Make telephone calls to customers
  • Promote additional products and/or services to customers
  • Process information about customers
  • Exceed customer expectations
  • Deliver customer service whilst working on customers’ premises
  • Carry out customer service handovers
  • Resolve customer service problems
  • Deliver customer service to challenging customers
  • Develop customer relationships
  • Support customer service improvements
  • Support customers through realtime online customer service
  • Use social media to deliver customer service
  • Resolve customers’ complaints
  • Gather, analyse and interpret customer feedback
  • Support customers using self service equipment
  • Provide post-transaction customer service.

Group D:

  • Health and safety procedures in the workplace
  • Manage diary systems
  • Provide reception services
  • Contribute to the organisation of an event
  • Buddy a colleague to develop their skills
  • Employee rights and responsibilities
  • Develop working relationships with colleagues
  • Principles of equality and diversity in the workplace
  • Process sales orders
  • Meet customers’ after sales needs,
  • Handle objections and close sales
  • Deal with incidents through a contact centre
  • Carry out direct sales activities in a contact centre
  • Negotiate in a business environment
  • Bespoke software.
You will also complete courses in:
  • Personal learning and thinking skills
  • Mathematics functional skills level 1
  • English functional skills level 1
  • Employment rights and responsibilities.
How will I be assessed?

To successfully complete your Apprenticeship you will need to achieve the following elements:

Competence qualification

BTEC Level 2 Diploma in Customer Service (QCF). You must achieve a minimum of 45 credits to achieve this qualification. Some of these units are mandatory and some you may choose with the agreement of your employer and assessor. Your assessor will go through these units with you and your employer in more detail and discuss how the credits work so you may achieve your qualification successfully. Your assessor will visit you in the workplace to assess you to ensure you meet the minimum national standards.

Personal Learning and Thinking Skills

Evidence will be collected to show that the following skills have been acquired:

  • Creative thinking
  • Independent enquiry
  • Reflective learning
  • Self-management
  • Teamwork
  • Effective participation.

Transferable skills qualifications

  • Mathematics Functional Skills Level 1
  • English Functional Skills Level 1

Employment Rights and Responsibilities (ERR)
The ERR (Employment Rights and Responsibilities) programme is now covered by the online e-learning found on the Instructus website.

Where next?

On successful completion of the Intermediate Apprenticeship, you may decide to progress to the Advanced Apprenticeship in Customer Service, or progress in your career, possibly taking on a more senior role with supervisory responsibilities.

Entry requirements

For the Intermediate Apprenticeship programme, you should be 16 years or older, working in a junior administrative role within a business organisation, with a strong commitment towards gaining the skills and quali cations you need to help you progress in your career.

You should be working at least 30 hours per week in one of the following roles:

  • Customer service trainee
  • Customer service assistant
  • Customer service representative.
How to apply?

Please view our current live vacancies and apply today.

Alternatively to register your interest in this apprenticeship click on the button below and complete the form.


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