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Customer Service Level 2 Intermediate Apprenticeship

This apprenticeship is a good foundation for a wide variety of job roles. Wherever you work, you will have elements of customer service – working in offices, shops, call centres, hospitals etc.

With this apprenticeship, you get a clear understanding of these areas and how to work with people.

You will spend two days a month participating in workshops and one-to-one sessions. Other areas will be carried out in the workplace. You will need to be employed for a minimum of 30 hours per week.

What do I learn?
You cover the City & Guilds Level 2 NVQ Certificate in Customer Service, completing approx seven units which include:
• communicate using customer service language
• follow the rules to deliver customer service
• deal with customers face to face
• resolve customer service problems

You also cover the City & Guilds Level 2 Certificate in Customer Service, covering two mandatory units which include:
• delivery of effective customer service
• supporting the customer service environment

You also study functional skills in English and maths, and Employer Rights and Responsibilities.

You learn the knowledge elements of the award through directed study and one-to-one drop-ins with your assessor. This will include practical sessions.

You also work on your key skills and ERR as part of this learning. A strong emphasis is placed on work based learning for some of your time, with a qualified experienced assessor planning assessments with you in the workplace.
What do I gain?
The qualifications awarded are:
• City & Guilds Level 2 NVQ Certificate in Customer Service
• Level 2 Certificate in Customer Service
• Functional skills in English and Maths

You also improve the wider skills vital for success in further study or employment including self-confidence, speaking in front of others, working with others, taking responsibility and managing your time.

By the end of the apprenticeship programme you will have benefited from a valuable insight into future careers open to you.
What do I need?
Upon application you will be invited in for an interview and an initial assessment to make sure that the course is right for you. There are no other restrictions to becoming an apprentice except that you need to be over the age of 16 and to have been settled in the UK for at least the past three years.

All candidates need to be in employment and work for a minimum of 30 hours per week.

It is recommended that you have completed your education to GCSE grade C and above, especially in English and maths. Employer agreement is needed as this is a work-based qualification. Your offer is also subject to a successful interview.
What can I do next?
You could progress to Level 3 qualifications and apprenticeships.

On successful completion of the course you can progress to courses in a variety of different areas and levels, including the Level 3 advanced apprenticeship.