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Customer Service

Course Code: AP2, AP3

Subject area: Business, Management & HR
Awarding body: City & Guilds
Qualification: Apprenticeship
Course type: Full-time
Time of Day: Daytime
Duration: 15 months

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About the course

Are you looking for your first job in an office, or a job as a hotel receptionist or customer service advisor? The Intermediate and Advanced Apprenticeships in Customer Service at City College Plymouth offer a great entry-level opportunity into a range of businesses in a customer service environment. You’ll study a suite of qualifications including an NVQ in Customer Services at either level 2 or level 3. Why customer service? Well, customers are essential to every business and good customer service is integral to ensuring success and maximum productivity. You will learn the importance of being willing, able, warm and polite and feel motivated to provide a good service, even when dealing with unhappy clients or customers. As an apprentice, you will learn the skills to focus your attention on customers and solve problems and complaints whilst giving you the essential skills which you can take anywhere in life. You will also learn about the importance of satisfied customers, who are the goodwill ambassadors of any organisation. Satisfied customers will not only buy from a business again and again; but they will also tell all their friends. Dissatisfied customers don’t buy again and tell all their friends of their poor experience, affecting a company’s reputation and sales. The Advanced Apprenticeship in Customer Service will help you perfect your customer handling skills and deliver a first-class service that will have them lining up to be goodwill ambassadors for your employers. And that can only be good news for your future job prospects! There are two Customer Service Apprenticeships available at City College Plymouth. The Intermediate Apprenticeship in Customer Service is a level 2 qualification, equivalent to five GCSEs at grades A*-C (9-4) and the Advanced Apprenticeship in Customer Service is equivalent to A Levels.

What you'll learn

Intermediate Apprenticeship
You will complete five mandatory units – which are standard modules regardless of the business in which you work, which will include workbooks/self-study regarding the principles and understanding of business:

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

Advanced Apprenticeship
You will complete six mandatory units – which are standard modules regardless of the business in which you work, which will include workbooks/ self-study regarding the principles and understanding of business:

  • Organise and deliver customer service.
  • Understand the customer service environment.
  • Understand customers and customer retention.
  • Resolve customers’ problems.
  • Principles of business.
  • Manage personal and professional development.

In addition to these, you will choose units from a wide selection to fit around the job role you undertake, ensuring that you cover all of the criteria, whilst making sure you get the most from your training. Functional skills in maths, English and ICT are studied, along with employment rights and responsibilities, and (PLTS) Personal Learning and Thinking Skills.The course will also help develop independent enquiry, creative thinking, reflective thinking, team working, self-management and effective participation.

Entry requirements

All apprentices must complete initial assessments which cover maths, English and ICT. These are to ensure that you meet the requirements of the course and to demonstrate your ability to complete the qualification. It will also help the College identify any areas of support you may need.You will be required to complete a vocational – a paper based assignment where you will answer a variety of admin and customer service related questions and demonstrate how you would react in certain situations.


You will be required to complete Functional Skills exams for maths, English and ICT – however you may be exempt from Functional Skills depending on your existing qualification (you will be required to provide evidence).

What's next?

On successful completion, you may wish to continue your studies by moving onto a higher level Apprenticeship or course. You could also benefit from greatly enhanced job opportunities, whether with your current employer or elsewhere.

Important information

Fees quoted apply to courses starting in the academic year 2017/18 (August 2017 – July 2018). There may be a slight increase in fees for courses starting 2018/19.

Whether or not you've got a work placement lined up, you can apply for and start an Apprenticeship at any time. We'll work with you to make sure you're on the right career path and help match you with a suitable employer. All you have to do is complete and return an application form and our Work-based Learning Team will be in touch.