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Intermediate Apprenticeship in Customer Service at The College of Animal Welfare

Course description

Awarded by City & Guilds, this qualification is ideal if you are looking for a qualification in customer service where the emphasis is on gaining practical experience with the knowledge to support this.

This work-based/distance learning programme will not require you to come into College, instead one of our work-based learning assessors will visit you in your place of work to support and assess you at regular intervals throughout your qualification.

The knowledge you will gain from undertaking this qualification, alongside the practical experience you will be accumulating through employment or work experience, will enable you to do your job more effectively and boost your career prospects.

Course content

You will complete the following two mandatory units:

  • Communicate using customer service language

• Follow the rules to deliver effective customer service

You will then complete an additional five optional units which will be discussed with you at induction, examples include:

• Maintain a positive and customer-friendly attitude

• Maintain customer service through effective hand over

  • Resolve customer service problems
  • Develop customer relationships
  • Improve the customer relationship

You will also undertake Level 1 Functional Skills in Maths and English (unless exempt) and complete a Lantra Employment Rights and Responsibilities Workbook and Personal Learning and Thinking Skills.

Entry requirements

There are no formal academic entry requirements but you must be employed in a customer service environment for a minimum of 30 hours per week and be earning at least the National Minimum Wage for apprentices. Unfortunately if you have a level 4 qualification or above (e.g. HNC/HND/Degree) you will not be eligible to undertake an apprenticeship.


You will complete a portfolio and pass work-based practical assessments.

Financial information

Please see our website for details.

Future opportunities

This qualification will demonstrate to employers your practical skills and abilities, this will stand you in good stead when applying for future job roles in the industry.

You may wish to study the Advanced Apprenticeship in Customer Service. To do this, you will need to be working in a supervisory role, if you have any concerns about whether your job role will allow you to do this, please speak to your work-based assessor or a member of our administration team.

How to apply

If you want to apply for this course, you will need to contact The College of Animal Welfare directly.

Last updated date: 29 September 2014
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    • Our Huntingdon Campus has great transport links for students who are coming by bus or train as it is within walking distance of both the bus and train station. For those travelling by car, main road access is excellent; being only half a mile away from the A14, a few miles from the A1 and just a few minutes away from Huntingdon town centre.

      The College features a practical skills room to enable students to practice their clinical skills, a fully-equipped library including IT access and wireless internet, parking, a state-of-the-art grooming suite, modern lecture rooms and relaxation areas.