Customer Service Apprenticeship Frameworks

Customer Service Hand-out

Customer Service Apprenticeships

Available at levels 23 & 4

IntermediateAdvanced & Higher

City & Guilds NVQ Certificate in Customer Service qualification aims to build on or recognise good practice in customer service in any industry or to support their technical expertise in any job role, acknowledging the importance of effective communication and service delivery. Anyone dealing with internal or external customers will benefit from gaining knowledge, understanding and experience of dealing with routine and more difficult customers, confident in their use of language and of the processes designed to make their role effective. Candidates will have the opportunity to improve their own skills and to support others within their team or organisation in the development of excellent customer service.

Diploma in Customer Service qualification aims to provide opportunities to demonstrate understanding of customer service as a competitive tool and to be proactive in finding solutions both within and externally to their organisation. Candidates are likely to have significant responsibility for the delivery of both internal and external customer service within their team or organisation. Candidates will demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation, using software solutions as appropriate.

What will the learner study?

Customer Service Apprenticeship Framework   Intermediate Advanced

Competence / Theory (hybrid) qualification

Diploma Level 2 Level 3

Keyskills/ Functional Skills

Level 1 Level  2
Communication Level 1 Level 2
ITQ Level 1 Level 2
Employment Rights and Responsibilities  ERR ERR
Personal Learning and Thinking Skills  PLTS PLTS


What qualifications will the learner achieve?

Level 2 Intermediate and Level 3 Advanced Apprenticeship award via City & Guilds, which are recognised vocational qualifications and recognised worldwide as proof of skills and competence in the chosen areas.

How will the learner’s progress be assessed?

The learner’s skills and knowledge will be assessed in the work place by an appointed assessor/tutor who will assess the learner’s skills, competence and knowledge.

Are there any entry requirements?

There are no formal entry requirements for learners undertaking this qualification, but the learner will undertake an initial assessment to determine the level of qualification they can undertake and they must be in full time employment.

What Careers could it lead to?

Customer service skills are in demand in almost any industry or job role, which means the learner would have improved their job prospects in almost any area.

Course fees

Government funding is available for a large number of Apprenticeships with some sectors identified as priority. 

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