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Customer Service

Course title: Customer Service Course level: Level 2
Qualification: Intermediate Apprenticeship Awarding body: Not available
UCAS code: Not applicable Academic year: 2018 - 2019
Course delivery: Full-time Course length: 1 year
Venue: Employer Premises


Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty.

In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills.

Employers across all sectors, regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to up skill their current workforce and recruit new staff.

Customer service apprenticeships have a major role to play in this by helping employers address the skills gaps and shortages that they are experiencing, and by providing a vehicle for introducing and raising customer service skills in the workplace.

Support will be offered to find your apprenticeship.

Modules and units

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development
  • Communicate verbally with customers
  • Communicate with customers in writing
  • Exceed customer expectations
  • Process information about customer

There are many other optional units that are chosen to fit an individual’s current role.

Entry requirements

  • English Grade D (or equivalent)
  • Maths Grade D (or equivalent)
  • College Interview

Applicants who do not meet the exact entry requirements may also be considered.

Applicants who have not achieved at least a grade C/4 in English and maths will continue to study these subjects alongside their chosen college course.

Employment Rights and Responsibilities (ERR)

The nine national outcomes for the employee rights and responsibilities (ERR) will be delivered via an additional unit or an ERR workbook.

Personal Learning and Thinking Skills (PLTS)

This framework includes the mapping of Personal Learning and Thinking Skills (PLTS) which have been mapped to the mandatory units of the knowledge and competence qualification. They are:

  • Independent enquirers
  • Creative thinkers
  • Reflective learners
  • Team workers
  • Self-managers
  • Effective participators

How will I be assessed?

You will be assessed through onsite visits and reviews.

Qualifications achieved

  • Customer Service Level 2 Diploma
  • Maths Functional Skills Level 1
  • English Functional Skills Level 1
  • ERR
  • PLTS

Progression and employment

Progression could be towards the Level 3 Advanced Apprenticeship in Customer Service or other Level 3 Advanced Apprenticeships – particularly where customer service is an important part of the job such as Business Administration, Retail, Hospitality and Travel & Tourism.

With additional training, apprentices could progress their careers to roles such as Customer Relations Manager, Team leader, Manager, Supervisor, Coordinator.

Possible employment outcomes: 

  • Customer Service
  • Customer Service Representative
  • Customer Service Agent
  • Customer Service Trainee

How do I apply?

You can apply online (see apply now button), call 01254 354354 or pop into our College to collect an application form.

Additional and key information

For more information, or an informal discussion about your needs, please contact Lauren Thomas:

Call: 01254 354220

Upcoming Events
Apprenticeship January Drop-In & Advice Session

January 15, 2019 @ 4:00 pm - 7:00 pm