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This qualification is being withdrawn
The operational end date (last date for new starts) of this qualification is 31/10/2019 and the certification end date is 31/12/2020.

Key Facts

Level:
Level 2
Subject Sector:
15.2 Administration
Credits:
45
Qualification No:
601/6718/X
GLH:
245 hours
Total qualification time:
450 hours
Price:
£119.00 per learner
Age Range:
16-18 & 19+

Qualification purpose

Confirm occupational competence and/or ‘licence to practice’

Qualification Grading Type

Pass

Assessment Methods

  • Multiple Choice Examination
  • Portfolio of Evidence

  • Why choose this qualification?

    This qualification is part of the Intermediate Level Apprenticeship in Customer Service. Please visit the Apprenticeship page for further information:

    Advanced Level Apprenticeship in Customer Service

    Intermediate Level Apprenticeship in Customer Service

    Notice of Qualification Withdrawal

    Please note this qualification will be withdrawn in October 2019. The operational end date 31st October 2019 and certification end date is 31 December 2020.

    Please ensure that any information on the qualification held by your centre is updated. If you have any questions about this matter please do not hesitate to contact QualDev@gatewayqualifications.org.uk.

    Rules of Combination

    To achieve this qualification, learners must complete a minimum of 45 credits: 19 credits from Mandatory Group A, a minimum of 3 credits from Optional Group B, and a minimum of 16 credits from Optional Group C. A maximum of 7 credits can come from Optional Group D.


    Units

    Mandatory Group A

    Learners must achieve 19 credits from Mandatory Group A.

    Deliver customer service

    Level:
    Level 2
    Guided Learning Hours:
    27
    Credits:
    5
    Unit No:
    A/506/2130
    Click here to view full unit details

    Manage personal performance and development

    Level:
    Level 2
    Guided Learning Hours:
    18
    Credits:
    4
    Unit No:
    L/506/1788
    Click here to view full unit details

    Principles of customer service

    Level:
    Level 2
    Guided Learning Hours:
    34
    Credits:
    4
    Unit No:
    J/506/2132
    Click here to view full unit details

    Understand customers

    Level:
    Level 2
    Guided Learning Hours:
    17
    Credits:
    2
    Unit No:
    F/506/2131
    Click here to view full unit details

    Understand employer organisations

    Level:
    Level 2
    Guided Learning Hours:
    40
    Credits:
    4
    Unit No:
    A/506/1964
    Click here to view full unit details
    Optional Group B

    Learners must achieve a minimum of 3 credits from Optional Group B. Minimum Credit Value3

    Communicate verbally with customers

    Level:
    Level 2
    Guided Learning Hours:
    14
    Credits:
    3
    Unit No:
    D/506/2119
    Click here to view full unit details

    Communicate with customers in writing

    Level:
    Level 2
    Guided Learning Hours:
    20
    Credits:
    3
    Unit No:
    T/506/2126
    Click here to view full unit details
    Optional Group C

    Learners must achieve a minimum of 16 credits from Optional Group C.

    Carry out customer service handovers

    Level:
    Level 2
    Guided Learning Hours:
    15
    Credits:
    3
    Unit No:
    T/506/2157
    Click here to view full unit details

    Deal with incoming telephone calls from customers

    Level:
    Level 2
    Guided Learning Hours:
    16
    Credits:
    3
    Unit No:
    H/506/2154
    Click here to view full unit details

    Deliver customer service to challenging customers

    Level:
    Level 2
    Guided Learning Hours:
    16
    Credits:
    3
    Unit No:
    F/506/2159
    Click here to view full unit details

    Deliver customer service whilst working on customers’ premises

    Level:
    Level 2
    Guided Learning Hours:
    20
    Credits:
    4
    Unit No:
    T/506/2143
    Click here to view full unit details

    Develop customer relationships

    Level:
    Level 2
    Guided Learning Hours:
    18
    Credits:
    3
    Unit No:
    Y/506/2149
    Click here to view full unit details

    Exceed customer expectations

    Level:
    Level 2
    Guided Learning Hours:
    15
    Credits:
    3
    Unit No:
    Y/506/2135
    Click here to view full unit details

    Gather, analyse and interpret customer feedback

    Level:
    Level 3
    Guided Learning Hours:
    24
    Credits:
    5
    Unit No:
    D/506/2170
    Click here to view full unit details

    Make telephone calls to customers

    Level:
    Level 2
    Guided Learning Hours:
    16
    Credits:
    3
    Unit No:
    K/506/2155
    Click here to view full unit details

    Process information about customers

    Level:
    Level 2
    Guided Learning Hours:
    14
    Credits:
    3
    Unit No:
    R/506/2134
    Click here to view full unit details

    Promote additional products and/or services to customers

    Level:
    Level 2
    Guided Learning Hours:
    14
    Credits:
    2
    Unit No:
    L/506/2133
    Click here to view full unit details

    Provide post-transaction customer service

    Level:
    Level 2
    Guided Learning Hours:
    22
    Credits:
    5
    Unit No:
    K/506/2978
    Click here to view full unit details

    Resolve customer service problems

    Level:
    Level 2
    Guided Learning Hours:
    22
    Credits:
    5
    Unit No:
    A/506/2158
    Click here to view full unit details

    Resolve customers’ complaints

    Level:
    Level 3
    Guided Learning Hours:
    22
    Credits:
    4
    Unit No:
    R/506/2151
    Click here to view full unit details

    Support customer service improvements

    Level:
    Level 2
    Guided Learning Hours:
    12
    Credits:
    3
    Unit No:
    T/506/2160
    Click here to view full unit details

    Support customers through real-time online customer service

    Level:
    Level 2
    Guided Learning Hours:
    15
    Credits:
    3
    Unit No:
    A/506/2161
    Click here to view full unit details

    Support customers using self-service equipment

    Level:
    Level 2
    Guided Learning Hours:
    18
    Credits:
    3
    Unit No:
    H/506/2977
    Click here to view full unit details

    Use social media to deliver customer service

    Level:
    Level 2
    Guided Learning Hours:
    18
    Credits:
    3
    Unit No:
    J/506/2163
    Click here to view full unit details
    Optional Group D

    Learners can achieve a maximum of 7 credits from Optional Group D.

    Bespoke Software

    Level:
    Level 2
    Guided Learning Hours:
    20
    Credits:
    3
    Unit No:
    F/502/4396
    Click here to view full unit details

    Buddy a colleague to develop their skills

    Level:
    Level 2
    Guided Learning Hours:
    19
    Credits:
    3
    Unit No:
    M/506/1895
    Click here to view full unit details

    Carry out direct sales activities in a contact centre

    Level:
    Level 2
    Guided Learning Hours:
    15
    Credits:
    5
    Unit No:
    L/503/0394
    Click here to view full unit details

    Contribute to the organisation of an event

    Level:
    Level 2
    Guided Learning Hours:
    23
    Credits:
    3
    Unit No:
    L/506/1869
    Click here to view full unit details

    Deal with incidents through a contact centre

    Level:
    Level 2
    Guided Learning Hours:
    40
    Credits:
    7
    Unit No:
    K/503/0421
    Click here to view full unit details

    Develop working relationships with colleagues

    Level:
    Level 2
    Guided Learning Hours:
    19
    Credits:
    3
    Unit No:
    R/506/1789
    Click here to view full unit details

    Employee rights and responsibilities

    Level:
    Level 2
    Guided Learning Hours:
    16
    Credits:
    2
    Unit No:
    L/506/1905
    Click here to view full unit details

    Handling objections and closing sales

    Level:
    Level 2
    Guided Learning Hours:
    22
    Credits:
    3
    Unit No:
    M/502/8606
    Click here to view full unit details

    Health and Safety Procedures in the Workplace

    Level:
    Level 2
    Guided Learning Hours:
    16
    Credits:
    2
    Unit No:
    T/505/4673
    Click here to view full unit details

    Manage diary systems

    Level:
    Level 2
    Guided Learning Hours:
    12
    Credits:
    2
    Unit No:
    L/506/1807
    Click here to view full unit details

    Meeting customers’ after sales needs

    Level:
    Level 2
    Guided Learning Hours:
    14
    Credits:
    3
    Unit No:
    R/502/8601
    Click here to view full unit details

    Negotiate in a business environment

    Level:
    Level 3
    Guided Learning Hours:
    18
    Credits:
    4
    Unit No:
    H/506/1912
    Click here to view full unit details

    Principles of equality and diversity in the workplace

    Level:
    Level 2
    Guided Learning Hours:
    10
    Credits:
    2
    Unit No:
    J/506/1806
    Click here to view full unit details

    Processing sales orders

    Level:
    Level 2
    Guided Learning Hours:
    17
    Credits:
    2
    Unit No:
    M/502/8587
    Click here to view full unit details

    Provide reception services

    Level:
    Level 2
    Guided Learning Hours:
    15
    Credits:
    3
    Unit No:
    H/506/1814
    Click here to view full unit details

    What is the purpose of this qualification?

    The qualification is the combined component of the Intermediate Apprenticeships Framework for roles within the customer service sector, but it is acknowledged that some learners may need or wish to take the qualification on its own, for example, learners who work on a part-time or voluntary basis and therefore will not be eligible for apprenticeship funding.


    What skills, knowledge, or understanding does this qualification develop?

    This qualification is approved to be offered in England only. It offers an engaging programme for learners who have decided that they are going to begin a career in the customer service sector. It is also relevant for workers who have just started working in the sector.

    The qualification gives learners the opportunity to develop and demonstrate the competence, knowledge and understanding needed to work within a customer service environment.This qualification covers the knowledge and understanding needed to work in the business and Administration sector.


    How is this qualification different from other, similar qualifications?

    The qualification comprises of 45 credits and has a minimum of 245 guided learning hours. In the mandatory units, learners will cover the essentials of customer service, understanding customers, understanding employer organisations and managing personal performance and development There are then a wide range of optional units which allow learners to focus on areas which are most relevant to their role within the organisation or areas of interest. These include:

    • communicating with customers
    • dealing with telephone calls
    • processing customer information
    • resolving customer service problems
    • developing customer relationships
    • dealing with customer feedback
    • health and safety
    • employee rights and responsibilities
    • processing sales orders
    • providing reception services
    • carrying out direct sales activities in a contact centre
    • meeting customers’after sales needs.


    Which sector does this qualification support?

    This qualification is primarily intended as a means of developing the competence of those already employed or wishing to be employed within the customer service environment. It forms part of the Intermediate Apprenticeships within this sector.

    Job roles within this sector to which are supported by this qualification could include:

    • customer service adviser
    • customer service operator
    • customer service supervisor
    • sales administrator
    • service agent
    • help desk operative
    • security officer
    • call centre adviser

    As the qualification is generic, learners could work in these or similar roles in a wide variety of sectors.


    What are the progression options?

    Learners could choose to progress to completing an Advanced Apprenticeship in Customer Service or Business and Administration. Learners may wish to progress to other relevant qualifications such as:

    Level 3 Diploma in Customer Service
    Level 3 Award in Principles of Customer Service
    Level 3 Certificate in Principles of Customer Service
    Level 2 Diploma in Team Leading
    Level 3 Diploma in Management.


    Progression & Entry Requirements

    The qualification is available to learners aged 16 and above. No prior qualifications or specific level of attainment are required. However, learners should be able to work at level 1 or above or have equivalent work experience in a business administration environment. You should be proficient in the use of English language.

    Funding information

    Learning Aims Search

    The Hub provides a Learning Aims Search which you can use to check the funding status of any qualification or unit.

    View this qualification on the ESFA’s Hub website


    We have done our best to collate and summarise the key information, and wherever possible we alert our providers to changes in funding policy.

    This funding information is provided in good faith and it is always advisable to check directly with the funding agencies before committing to delivery.

    Offer this qualification

    If you would like to offer this qualification, you can book a meeting with us to discuss the best options.