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Customer Service Intermediate Apprenticeship Level 2 at City of Westminster College

Course description

The Level 2 intermediate Apprenticeship in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for candidates:

  • Who have particular customer service and administrative job roles
  • Who are working in a customer service environment
  • Whose role is to provide service to customers

You need to achieve 45 credits, 19 of which come from the mandatory units, optional units are taken from Groups B, C and D. Optional units provide opportunity to show understanding and skills in a variety of areas. We will work with you to choose which are the most appropriate.

Mandatory Units

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

Optional Units (selection)

  • Communicate with customers verbally
  • Carry out customer service handovers
  • Resolve customers’ complaints
  • Contribute to the organisation of an event
  • Employee rights and responsibilities

The final two elements are the development of Personal learning and Thinking Skills which are embedded within the delivery of the knowledge and competency elements of the training, and Employment Rights and Responsibilities where understanding is checked through completion of a short workbook, or can be taken as a standalone unit.

Functional Skills

If employees do not have a Level 1 qualification in English and Maths gained in the last 5 years e.g. GCSE Grade C or above, they will also need to achieve functional skills at level 1 in these subjects.

Entry requirements

We will undertake an assessment and skills scan to make sure that this qualification is suitable for you. It is preferable to have English and Maths GCSE Grade C or above.


You will be assessed through on line exams for some Customer Service units and any functional skills you need to take. The remainder will be assessed through a portfolio of work based evidence.

Future opportunities

Apprentices are in employment but the apprenticeship can help job security and promotion

How to apply

If you want to apply for this course, you will need to contact City of Westminster College directly.

Last updated date: 26 February 2016
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