The Level 2 Intermediate Apprenticeship in Customer Service is primarily aimed at candidates who undertake a customer service roles and recognises that customer service involves a diverse range of functions that are constantly developing and changing.
It is suitable for candidates:
What does the course include?
The Apprenticeship training comprises of 5 parts:
The Knowledge Element: The Principles of Customer Service Certificate
To achieve this qualification you need to take 3 mandatory units which provide 13 credits:
The Competency Element: NVQ Level 2 Certificate in Customer Service
This is a flexible qualification offering a range of optional units in addition to 2 mandatory units. You can choose to focus on those areas that will match the specific needs of your workplace. You need to achieve 28 credits, 8 of which come from the mandatory units which are:
There is a choice of optional units to provide a broad range of skills based on four themes
Functional Skills
If employees did not achieve GCSE grade C or above in English, Maths in the last 5 years they will need to attend functional skills sessions to improve their qualifications.
The final two elements are the development of Personal learning and Thinking Skills which is embedded in the knowledge and competency elements of training and Employment Rights and Responsibilities where legal knowledge is checked through completion of a workbook.
There are no formal entry requirements. However, learners
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“My experience at College of Northwest London, has been exciting, it has been thrilling and it has been full of opportunities, and we have the tutors that help us whenever we’re in need. We go on educational trips to get a feel for what university life is like. We have the careers advisors that help us on our path, our university path.”
“The facilities here are brilliant. You have range of courses you can study. My teachers in the Performing Arts department have got history in the industry, which is very useful. You get to ask them for advice and actual knowledge from the industry, and take that into your own work within the college also afterwards. ”
“At City of Westminster College, my experience has been the best of all the other colleges I’ve attended. The reason I like CWC is because the teachers make my journey easier with assessment and exams. I’m a Level Two Science student and I enjoy my lessons because most of them are practical, which are helpful for me. I love studying at CWC because you meet people from other countries – all over the world and from all different communities.”
“My favourite thing about studying here has definitely got to be the teachers. They’re really helpful, kind and in the industry, so it’s good.”
“The technical knowledge and hands-on experience gained during my apprenticeship at College of North West London have been invaluable, particularly in understanding site processes, health and safety requirements and the understanding of electrical systems.”
“My experience studying at City of Westminster College has been amazing. It’s been so welcoming; I enjoy it very much because of the staff members we have here. They’re very approachable and I could come to them with any question, and it will be answered straight away. And if I come early for a class, I can use the Learning Resources Centre, I can use the computers, the books, just to continue all my studies outside the classroom time.”
“The training process was seamless. I had good instructors who were very flexible, supporting people of all learning levels. On the last day after our exams, a security company came and did a presentation. We had the opportunity to have an interview afterwards. I told them about my experiences, and they said I would be a good fit. I formally applied for a role and started with the company soon after. Getting into security has opened doors for me. I hope I will continue to take steps up the career ladder.”
“Coming to study at the City of Westminster College was the best decision that I had ever made. The teachers are very accommodating – they help you learn things in a way that might be easier for you to learn. They are very supportive and I think that’s one of the best things about learning here.”
“I was so grateful to have won Apprentice of the Year at the West London Business Awards 2026, I could not have done it without the support my company Size Group and the College of North West London.”
Our dedicated Additional Learning Support team delivers personalised, learner-centred support across every aspect of college life - from in-class and specialist interventions to exam arrangements, assistive technology and wellbeing support.
We understand that finances can be a concern while studying. Our financial support services can help eligible students with travel, meals, equipment and other study-related costs so you can focus on achieving your goals.
Applying for a course is simple and our team is here to support you throughout the process. Find step-by-step guidance on applications, interviews, enrolment and the information you need to start your journey with confidence.
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