Accessibility links

Customer Service Apprenticeship NVQ Level 2 at Middlesbrough College

Course description

Apprenticeships allow 16+ year olds to start work and earn a wage, while learning new skills that lead to nationally recognised qualifications. Apprenticeships are designed with the help of employers in the industry, so they offer a structured programme that takes Apprentices through the skills needed to do a job well. Most of an Apprentice's training takes place on the job but they will also have to complete off-the-job training within the College. This framework is designed to respond to the skills need of employers for high levels of customer service skills. Customer service skills are transferrable across sectors and can be applied to many job roles. The Apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service however, many employers also choose a Customer Service Apprenticeship to compliment an individual’s technical skills such as Hairdressing, Estate Agent, Dentistry, Florist, Receptionist and Administrator. Areas to be covered: Level 2 / 3 Certificate in Customer Service Two Units to complete:- Delivery of Effective Customer Service. Supporting the Customer Service Environment Level 2 NVQ Certificate in Customer Service Mandatory units:- Communicate using Customer Service Language. Follow the Rules to Deliver Customer Service. Optional Units: One unit to be selected from each of the following themes:- Impression and Image Delivery Handling Problems Development and Improvement Level 3 NVQ Diploma in Customer Service Mandatory units:- Demonstrate Understanding of Customer Service. Demonstrate Understanding of the Rules that Impact on Improvements in Customer Service Optional Units:- One unit to be selected from each of the above themes English and maths at Level 1 or 2. If a GCSE grade C has been gained within the last 5 years then this counts. This helps to develop important skills like communication, team working, presentation, and problem solving. All Apprentices must be employed for the Apprenticeship Training Contract by the employer normally for a minimum of 30 hours per week. The Employer pays a minimum of £2.68 (correct as of 1 August 2013) per hour to the Apprentice for the first 12 months. This is also an Agreement to a day release to attend College and this can be reviewed depending on each programme, agreement to plan, review and support training in the workplace is also part of the Apprenticeship Programme.

Entry requirements

An interest or job in Customer Service If you do not have a Grade A to C in English and/or Maths, you will be required to continue studying these subjects as part of your Study Programme.


Assessment, assignments and exams

Future opportunities

At the end of the programme, Apprentices will have achieved the Certificate in Customer Service and the NVQ Certificate or Diploma in Customer Service. Apprentices will also have the opportunity to complete English and Maths. On completion of the Customer Service Apprenticeship at Level 2, Apprentices can go on to complete the Advanced Apprenticeship at Level 3 providing their job role allows.

How to apply

If you want to apply for this course, you will need to contact Middlesbrough College directly.

Last updated date: 11 April 2016
Provider logo

Key information