Formerly City College Brighton and Hove and Northbrook College

Customer Service - Level 2 Intermediate Apprenticeship

Course Type: Apprenticeships Start Date: September 2019 Duration: 1 Year Entry requirements: 3 GCSEs grade 3 or above, including English and Maths Qualification: Level 2 Diploma in Customer Service Awarding Body: NCFE

Why this apprenticeship?

This apprenticeship covers all areas of customer service, covering skills development in communication, queries and meeting customer needs. Learners will gain skills in a range of areas relevant to a customer service role. The Level 2 is designed to build the learners knowledge required to successfully work in customer service.

Learners will have the ability to build on their existing knowledge and apply this to a number of industries and job roles.

Functional Skills may be required dependant on Apprenticeship framework and previous qualifications achieved.


Apprenticeships are available for school leavers and adults (19+), beginning at Level 2 through to degree level.

What levels are available?


Wages vary depending on the type of apprenticeship but there is a national minimum wage (NMW) in the UK which applies to all 16-18 year olds and to those aged 19 or over in the first year of their studies. From October 2017, this is £3.50 per hour. However, the MET encourages employers to pay at a higher hourly rate.

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Entry requirements

Anyone aged 16 or over can apply for an apprenticeship. You cannot be self-employed and must have lived in the UK or EU for the past three years to be eligible.

The Level 2 apprenticeship is an intermediate level equivalent to five good GCSE passes. Apprentices work towards a qualification/skill such as an NVQ/Diploma Level 2, Functional Skills and in some areas a relevant technical certificate diploma. These provide the skills you need for your chosen career and allow progression onto an Advanced Apprenticeship.

Entry requirements

Course content

This apprenticeship will support you to achieve the following modules:

  • Resolving Queries and Meeting Customer Needs
  • Principles of Customer Service
  • Developing Customer Service Skills s in a Range of Industries
  • Exceeding Customer Expectations
  • Resolving Customer Complaints
  • Developing Customer Relationships
  • Promoting Additional Products and/or Services to Customers

Why the MET?

We are highly experienced at delivering apprenticeships throughout England, offering a blended learning approach incorporating classroom based, e-learning and workplace portfolio elements.

The College has a Learning Resource Centre which provides text books, journals and online cataloguing to support your studies. It also has study areas, computers to support written assessments.

How much will I earn?

Apprenticeships are paid training schemes. You will learn and earn at the same time.

Wages will vary depending on the type of apprenticeship, but there is a national minimum wage (NMW) in the UK which applies to all 16 – 18 year olds and to those aged 19 and over in the first year of their studies. From April 2018, this is £3.70 per hour and from April 2019 it will increase to £3.90 per hour. However, the MET encourages employers to pay at a higher hourly rate. After a year, all apprentices need to be paid the minimum wage for their age. For more information please see the Government NMW web page.

How long does an apprenticeship take?

An apprenticeship can take between one and four years to complete depending on the level and subject area. As a guide, an Intermediate Level 2 Apprenticeship usually takes around 12 to 18 months and an Advanced Level 3 Apprenticeship around 18 to 24 months.

What might my working hours be?

Apprentices are required to have a minimum of 30 contracted hours with an employer who will agree working patterns. Expect 20% of your contracted time to be dedicated to your apprenticeship training.

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