Qualifications designed for those entering or involved in customer service wishing to gain a wide range of skills in all industries to promote continuous improvement for a range of products and services.

ITEC tutors deliver a work-based framework designed to develop knowledge and skills, a real alternative to GCSE’s and A-levels. Employers provide the practical experience, putting those skills to the test in a real work environment.


National Vocational Qualification (NVQ)

Comprising of a number of mandatory units and optional units agreed upon by the learner, employer and ITEC’s tutor which may include:

  • Effective use of customer service language
  • Dealing with customers face-to-face
  • Dealing with customers using bespoke software
  • Resolving customer service problems
  • Promoting additional services or products to customers
Personal Learning & Thinking Skills (PLTS)

Modules within the Personal Learning and Thinking Skills criteria:

  • Independent Enquirers
  • Creative Thinkers
  • Reflective Learners
  • Team Workers
  • Self Managers
  • Effective Participators
Technical Certificate

A specialised course of study to ensure learners receive full induction into their employment and gain the underpinning knowledge of work, personal and interpersonal skills to succeed in a customer service role.

Functional Skills

Functional Skills are designed to aid young people and adults participate and succeed in life, learning and work, and include:

  • Maths
  • English
Employment Rights and Responsibilities
  • Contracts of Employment
  • Policies & Procedures
  • Equality & Diversity
  • Data Protection
  • General sources of information and advice

Progression – Advanced Apprenticeship (Level 3)

Learners may progress onto a Level 3 qualification as their job role expands with the opportunity to develop significant responsibility for the delivery of both internal and external customer service; demonstrate their ability to analyse and respond to customers on a strategic level; suggest improvements; utilise software solutions as appropriate. Customer service skills are particularly evident in; retail, financial services, contact centres, hospitality, sport & recreation, health & social care, travel & tourism and many other business sectors.