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Customer Service Intermediate Apprenticeship Level 2 at PETROC

Course description

This apprenticeship is aimed at providing learners with a wide range of knowledge and skills required to work in a customer service role. It provides learners with the skills and knowledge needed to deliver customer service, understand customers and employer organisations.

Course content

All apprenticeships are built around a framework, a competency aspect (vocational), a knowledge certificate and Functional Skills. Within this framework the components are a combined pathway within the Diploma and Functional skills at Level 1 to include Maths and English. These are delivered 100% in the workplace. 

The Diploma requires learners to successfully achieve a minimum of 45 credits. These credits will be completed, through the achievement of the five mandatory units (21 credits) and the remaining 24 credits will be taken from the optional group. This qualification has been produced to meet the changing requirements of learners and employers as it offers both competency and knowledge. 

The topics covered in the mandatory unit group include: -

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

The optional units include topics like: - 

  • Communicate verbally with customers
  • Deal with incoming telephone calls from customers
  • Deliver customer service whilst working on customers' premises
  • Use social media to deliver customer service
  • Resolve customers' complaints
  • Health and safety procedures in the workplace
  • Processing sales orders

This is not a full list and there are plenty of more options available.

Functional skills are the skills that we all need in our lives and at work. They develop our skills in maths, English and ICT, but also focus on teaching us how to apply these skills in everyday contexts and situations.

For example, there is more emphasis on problem solving in functional skills and supporting learners in applying and transferring those skills in everyday situations. 

Work based learners are well-placed to engage to engage with functional skills as applying problem solving in everyday contexts is at the heart of the qualifications. This is exactly what our learners have learned to do in their daily lives.

Entry requirements

You will need to be employed for 30 hours per week or more and ideally be working at or just below a GCSE Grade C in English, Maths & ICT or at Level 1 in functional skills. If you already hold a GCSE or functional skill and have a copy of the certificate, then you may be exempt from having to complete it again.


This qualification is assessed in the workplace through completion of a portfolio of evidence which will be internally assessed and internally quality assured, you will need to demonstrate what you've learned using both practical and knowledge assessments and a mixture of online testing.

Apprentices will complete their course on E portfolio, and as this qualification is delivered in the workplace, you will be assigned a personal tutor who will require access to yourself for assessments, but also a quiet area that can be used for theory sessions. As a student of the college you will also have full access to the college facilities.

Future opportunities

This course could lead towards future study of a range of courses, including Level 3 Diploma in Customer Service, Level 3 Diploma in Business Administration or Level 3 Diploma in Management.

Further information

Q. What happens if I leave my employer?
A. If you move employer to a similar role and your new employer is happy for you to continue with the course, then we will move with you.

Q. Is there a maximum break allowed between employers?
A. Yes, you need to be re-employed and back in work within 6 weeks.

Q. What happens if I fail my Maths and English?
A. Your tutor will spend a little more time with you, before you re-sit them.

Q. When I choose my units, are they set in stone?
A. No, the mandatory units are fixed, but the optional units can be changed should the need arrive as long as the reason why has been recorded for audit purposes and you have enough time to be able to complete the unit. 

Q. Is the Diploma available not as an apprenticeship?
A. Yes, the Diploma is available by the means of other funding methods. Please contact us for more information.

If you have any questions, please give one of our team a call on 01271 852351

How to apply

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

Last updated date: 17 February 2017

Key information