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
QualificationsAwarding BodyLevelCredit Value
Level 2 Diploma in Customer ServiceCity & Guilds245
Functional Skills EnglishCity & Guilds25
Functional Skills MathsCity & Guilds25
ERR
TitleAwarding BodyUnit NumberCredit Value
Deliver Customer ServiceCity & Guilds20130
Understand CustomersCity & Guilds20212
Principles of Customer ServiceCity & Guilds20324
Understand Employer OrganisationsCity & Guilds20424
Manage Personal Performance and DevelopmentCity & Guilds20524
Communicate Verbally with CustomersCity & Guilds20624
Deal with Incoming Telephone Calls from CustomersCity & Guilds20818
Make Telephone Calls to CustomersCity & Guilds20918
Promote Additional Products and/or Services to CustomersCity & Guilds21020
Resolve Customer Service ProblemsCity & Guilds21530
Develop Customer RelationshipsCity & Guilds21720
Employee Rights and ResponsibilitiesCity & Guilds22820
Principles of Equality and Diversity in the WorkplaceCity & Guilds23020
Meeting Customers’ After Sales NeedsCity & Guilds23220

Level 3

Advanced Diploma in Customer Service
QualificationsAwarding BodyLevelCredit Value
Level 3 Diploma in Customer ServiceCity & Guilds345
Functional Skills EnglishCity & Guilds25
Functional Skills MathsCity & Guilds25
ERR
TitleAwarding BodyUnit NumberCredit Value
Organise and Deliver Customer ServiceCity & Guilds30430
Understand the Customer Service EnvironmentCity & Guilds30530
Understand Customers and Customer RetentionCity & Guilds30624
Principles of BusinessCity & Guilds30750
Manage Personal and Professional DevelopmentCity & Guilds30820
Resolve Customers’ ProblemsCity & Guilds32324
Communicate Verbally with CustomersCity & Guilds20624
Promote Additional Products and/or Services to CustomersCity & Guilds21020
Develop Customer RelationshipsCity & Guilds21720
 Resolve Customers’ ComplaintsCity & Guilds31124
Monitor the Quality of Customer Service InteractionsCity & Guilds31230
Manage Diary SystemsCity & Guilds22420
Employee Rights and ResponsibilitiesCity & Guilds22820
Promote Equality, Diversity and Inclusion in the WorkplaceCity & Guilds31320

Contact Us