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Apprenticeship in Customer Service - Intermediate

West Thames College
Course summary
12 months
Next available date: Contact for dates - Isleworth

Course description

Apprenticeship in Customer Service - Intermediate:

Employers recognise the key role played by customer-facing staff in determining the quality of the customer experience and increasing customer loyalty. In a service-led economy, customer demand for individualised service will continue to increase.

Employers across all sectors, regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to upskill their current workforce and recruit new staff.

Customer Service Apprenticeships help employers address skills gaps and raise customer service skills in the workplace.

This 12-15 month apprenticeship is your fast track to success!

You must achieve a minimum of 45 credits to achieve this qualification. Some of these units are mandatory and some you may choose with the agreement of your employer and assessor. Your assessor will go through these units with you and your employer in more detail and discuss how the credits work so you may achieve your qualification successfully. Your assessor will visit you in the workplace to assess you to ensure you meet the minimum national standards.

Units covered:


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


26 credits must be obtained through completing a minimum of one unit from each of Group B, C and D:

  • A minimum of 3 credits must be achieved from Group B.
  • A minimum of 16 credits must be achieved from Group C.
  • The remaining credits can be taken from Group B, C or D. A maximum of 7 credits can be achieved from Group D.

Group B:

  • Communicate verbally with customers
  • Communicating with customers in writing.

Group C:

  • Deal with incoming telephone calls from customers
  • Make telephone calls to customers
  • Promote additional products and/or services to customers
  • Process information about customers
  • Exceed customer expectations
  • Deliver customer service whilst working on customers’ premises
  • Carry out customer service handovers
  • Resolve customer service problems
  • Deliver customer service to challenging customers
  • Develop customer relationships
  • Support customer service improvements
  • Support customers through realtime online customer service
  • Use social media to deliver customer service
  • Resolve customers’ complaints
  • Gather, analyse and interpret customer feedback
  • Support customers using self service equipment
  • Provide post-transaction customer service.

Group D:

  • Health and safety procedures in the workplace
  • Manage diary systems
  • Provide reception services
  • Contribute to the organisation of an event
  • Buddy a colleague to develop their skills
  • Employee rights and responsibilities
  • Develop working relationships with colleagues
  • Principles of equality and diversity in the workplace
  • Process sales orders
  • Meet customers’ after sales needs,
  • Handle objections and close sales
  • Deal with incidents through a contact centre
  • Carry out direct sales activities in a contact centre
  • Negotiate in a business environment
  • Bespoke software

You will also complete courses in:

  • Personal learning and thinking skills
  • Maths functional skills level 1
  • English functional skills level 1
  • Employment rights and responsibilities.

Suitability - Who should attend?

For the Intermediate Apprenticeship programme, you should be 16 years or older, working in a junior administrative role within a business organisation, with a strong commitment towards gaining the skills and quali cations you need to help you progress in your career. You should be working at least 30 hours per week in one of the following roles: Customer service trainee; Customer service assistant; Customer service representative. Please note, you need to have a job before applying for an apprenticeship. Please view the Apprenticeships tab on our website to view current vacancies.

Outcome / Qualification etc.

Young Apprenticeship/Apprenticeship at Level 2

About provider

West Thames College Apprenticeships 

Responsive - They are one of London's most innovative and responsive apprenticeship providers offering professional programmes in: Business ICT Accountancy Leadership & Management Health & Care Construction Catering Hair Beauty Motor Vehicle Logistics Automotive Clay Modelling. Innovative - Over the...

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Contact info

West Thames College


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