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Customer Service - Intermediate Apprenticeship - Level 2

Overview

The apprenticeship will include:

  • Delivering customer service
  • Understanding customers
  • Principles of customer service
  • Understanding employer organisations
  • Managing personal performance and development

Entry requirements

You will need to be aged 16 years and over to apply for the apprenticeship programme. As this is a work-based qualification you must be employed in a Customer Service role and working a minimum of 16 hours per week.

The applicant will undertake a diagnostic assessment at Level 1 for both maths and English and a free writing exercise prior to enrolment. You will be required to achieve a score of 50% or above in both subjects to ensure a place on the apprenticeship programme.

If you have passed maths and English GCSE with a grade A* to E or functional/key skills at Level 1, you will be required to evidence this with certificate/s which will then result in exemption from undertaking the maths and English functional skill qualification within the apprenticeship framework.

Start dates and fees

If you are between the age of 16 and 18 the apprenticeship is free of charge. If you are 19 and above your employer must pay a fee.

During your apprenticeship your employer is obliged to pay you a wage at the minimum rate for an apprentice.

For information on apprenticeship opportunities please visit our Vision Apprentices website.

How long is the course?

Depending on the individual the course normally lasts one year to 18 months.

How will I be assessed?

You are required to produce a portfolio of evidence on our online e-portfolio, which will contain a variety of assessments covering the criteria stipulated by the awarding body to cover the BTEC Level 2 Diploma in Customer Service (QCF). Assessments may include:

  • Observations held in the working environment
  • Reflective accounts
  • Witness statements
  • Activity based work books
  • Work products

Assessments will be planned with an assessor prior to the assessment taking place. You will be required to complete an online test for both functional skills elements.

What does the course lead to?

In job positions such as shop assistant, call centre operator and front line customer service advisor you will have knowledge on how your organisation works, what it does and where you fit into the operation.

You will be aware of the wider laws and regulations which are set outside of your organisation and how they apply to you and your job. You will give customers a positive impression of yourself and your organisation.

What will I study?

As part of your apprenticeship you will cover the following:

  • BTEC Level 2 Diploma in Customer Service
  • Functional skills Level 1 in maths
  • Functional skills Level 1 in English

What can I go on to study?

Following on from the intermediate apprenticeship there is the opportunity for progression onto an advanced apprenticeship and the potential to work in a supervisory role. 

How do I apply?

For more information contact info@visionapprentices.co.uk or telephone 0808 100 3626

Careers

Next steps

For more information on how to become an apprentice call our enquiries line free on

0808 100 3626

Attend an open evening

View our upcoming open evenings

Call our enquiries line free on

0808 100 3626
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Why choose West Notts?

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100% A Level pass rate in 2018

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Best A Level provider in Mansfield and Ashfield for student progress*

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One of the top colleges in the UK for student satisfaction**

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An extensive bus service across Mansfield and the surrounding area

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£50m investment in our facilities since 2008

*Value added is a measure of a student’s progress against their starting point
**Learner Exit Survey 2017/18
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