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Customer Service Apprenticeship Level 2 and Level 3

This qualification has been developed to provide you as an apprentice with the skills, knowledge and experience needed to provide a flexible entry route into a career in Customer Service. These skills are transferable across sectors and can be applied to many job roles in customer service, operations, including managing performance improvements in service delivery, customer satisfaction, customer loyalty and reliability. It develops your knowledge and understanding of the principles that underpin working in a customer service environment including understanding customer retention and the principles of business.

Who is the course for?

  • 16 + working in the industry

What will I study?

  • Delivery of good customer service (mandatory)
  • Provide customer service within the rules (mandatory)
  • Recognise and deal with customer requests, queries and problems
  • Give customers a positive impression of yourself and the organisation
  • Make customer service personal
  • Go the extra mile in customer service
  • Deal with customers in writing using ICT
  • Deal with customers by telephone

What will I need for the course?

  • You will need to be employed by a company and attend college once a week or be seen by your training provider regularly.

How will I be assessed?

  • Your skills and knowledge will be assessed in the work place by an appointed assessor/tutor who will assess your skills, competence and knowledge.
  • Course work
  • Exams
  • Portfolio of evidence
  • Practical demonstration/assignment
  • Practical examination
  • Written examination

How long is the course?

  • A Level 2 apprenticeship usually takes around 12 to 18 months to complete depending on the framework being followed and the ability of you as the apprentice. A level 3 is one additional year.

What do I gain if successful?

  • Once you have completed the Intermediate Customer Service apprenticeship you will be equipped with the necessary skills and qualifications required for working within a customer focussed environment leading to a variety of employment opportunities. This can progress onto an Advanced Apprenticeship in Customer Services.
  • On completion of the Advanced Apprenticeship, apprentices will be competent to work as a Team Leader/Supervisor, Store Manager or Department Manager. Following further training and development, you may wish to progress to more senior roles such as Area Managers or into specialist areas such as learning and development or warehousing. You will also be able to move into Higher Education and will be able to apply for a range of University courses.

How much does it cost?

  • For all candidates aged 16-18 the course is fully funded by the Government. It is available to anybody working in the industry. Outside of the 16-18 age group costs will be dependent on individual candidate and employer details.


How do I find out more?

  • Just contact our friendly team. Phone: 0845 430 9009 e-mail: We are here to help you. For more course information please visit the national careers service website at: National Careers Service National Careers Service!


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