Customer Service Apprenticeships

The Intermediate and Advanced Apprenticeships in Customer Service respond to the employer need for high levels of customer service skills within a wide range of organisations. Customer service skills are transferable across sectors and can be applied to many job roles. The programme is primarily aimed at individuals whose job role is dedicated to customer service. This qualification is accredited by City & Guilds.

This framework is relevant for job roles such as:

  • Intermediate apprentices may be Customer Service Trainee
  • Assistants and Representatives/Agents
  • Customer Relationship Managers
  • Coordinators and Team Leaders

Apprenticeship Framework Overview

Combined

Level 2 Diploma in Customer Service
OR
Level 3 Diploma in Customer Service

Functional Skills

English
Maths
ICT

ERR + PLTS

Employee Rights & Responsibilities
Personal Learning and Thinking Skills

Level 2

Intermediate Diploma in Customer Service – Framework Overview
Qualifications Awarding Body Level Credit Value
Level 2 Diploma in Customer Service City & Guilds 2 45
Functional Skills English City & Guilds 2 5
Functional Skills Maths City & Guilds 2 5
ERR
Title Awarding Body Unit Number Credit Value
Deliver Customer Service City & Guilds 201 30
Understand Customers City & Guilds 202 12
Principles of Customer Service City & Guilds 203 24
Understand Employer Organisations City & Guilds 204 24
Manage Personal Performance and Development City & Guilds 205 24
Communicate Verbally with Customers City & Guilds 206 24
Deal with Incoming Telephone Calls from Customers City & Guilds 208 18
Make Telephone Calls to Customers City & Guilds 209 18
Promote Additional Products and/or Services to Customers City & Guilds 210 20
Resolve Customer Service Problems City & Guilds 215 30
Develop Customer Relationships City & Guilds 217 20
Employee Rights and Responsibilities City & Guilds 228 20
Principles of Equality and Diversity in the Workplace City & Guilds 230 20
Meeting Customers’ After Sales Needs City & Guilds 232 20

Level 3

Advanced Diploma in Customer Service
Qualifications Awarding Body Level Credit Value
Level 3 Diploma in Customer Service City & Guilds 3 45
Functional Skills English City & Guilds 2 5
Functional Skills Maths City & Guilds 2 5
ERR
Title Awarding Body Unit Number Credit Value
Organise and Deliver Customer Service City & Guilds 304 30
Understand the Customer Service Environment City & Guilds 305 30
Understand Customers and Customer Retention City & Guilds 306 24
Principles of Business City & Guilds 307 50
Manage Personal and Professional Development City & Guilds 308 20
Resolve Customers’ Problems City & Guilds 323 24
Communicate Verbally with Customers City & Guilds 206 24
Promote Additional Products and/or Services to Customers City & Guilds 210 20
Develop Customer Relationships City & Guilds 217 20
 Resolve Customers’ Complaints City & Guilds 311 24
Monitor the Quality of Customer Service Interactions City & Guilds 312 30
Manage Diary Systems City & Guilds 224 20
Employee Rights and Responsibilities City & Guilds 228 20
Promote Equality, Diversity and Inclusion in the Workplace City & Guilds 313 20

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