Intermediate Apprenticeship in Customer Service

This programme is designed for people who are new to a customer service role (or recent recruits) and are working under the supervision of another member or members of staff.

Entry Requirements

To undertake an intermediate level apprenticeship you must be employed in a customer service job for a minimum of 30 hours per week.  If you already have a job, and your employer agrees, you can join an apprenticeship.  If you are seeking employment in customer service you can find your own Employer or apply for a job through the apprenticeship vacancies service.   All apprentices need to have contract of employment and earn at least the the national minimum wage for apprentices

There are no mandatory entry requirements for this apprenticeship framework. However, you should have a keen interest in providing excellent customer service and working as part of a team. You should have a “can do” attitude and have basic numeracy and literacy skills on which to build your customer service skills.

Length of Course/Start Date

The course normally lasts 12 months.  You can start the programme at any time of the year.

Contents of the programme

On the intermediate level apprenticeship in customer service you will study for the following qualifications:

  • OCR Level 2 Diploma in Customer Service
  • Functional Skills in English and Maths Level 1.

Other non-certificates components of the programme include:

  • Induction to apprenticeship
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Skills
  • Be Safe! (health and safety)


You will need to attend Badgehurst Training Ltd’s Centre for your induction (introduction) to apprenticeship and for some support sessions, including functional skills.  Otherwise you will develop your skills and knowledge through a combination of on-job training in the work place and through independent study.  One of our Training Officers will visit you regularly in your work place to provide support, deliver training, set targets and carry out assessment.


We use a range of assessment methods on this programme, including observation of practical performance (in the workplace), questioning, assignments, case studies, witness statements, tasks and tests.

Progression and Employment Opportunities

Once you have completed the intermediate level apprenticeship in customer service you could be able to to progress onto::

  • the Advanced Level Apprenticeship in Customer Service
  • other level 3 advanced apprenticeships particularly where customer service is an important part of the job such as business and administration , retail, hospitality, travel and tourism, management.
  • the Advanced (14 – 19) Diplomas in a range of related sectors, including business, administration and finance, public services, hospitality and retail
  • further education to undertake customer service, business related or other qualifications.
  • further education to undertake management, business related or other qualifications.

With additional training, intermediate apprentices may be able to progress in their careers to roles including customer relationship manager, customer service team leader or supervisor, or customer service delivery co-ordinator.