Intermediate Apprenticeship In Customer Services (Level 2)

Level 2 – Intermediate Apprenticeship in Customer Service

A customer services team works with customers before, during and after a sale has been made. The main aim of having customer services in a business is to enhance the customer’s satisfaction. This can mean a range of things, including helping deal with customer’s problems or advising them on the most suitable product for them.

Being in a customer services role will enhance a learner’s interpersonal skills as they learn the best way to interact with the customers of the business they are working for.

Apprenticeship Information

A Level 2 Apprenticeship in Customer Services is worth 28 credits

The course involves between 192 – 228 guided hours of learning.


Entry requirements

There are no mandatory entry requirements for this course.   However, employers will expect basic numeracy and literacy skills in order to function in the workplace and upon which to build their qualification.

Examples of attributes which may help in this apprenticeship include:

  • Having held a position of responsibility at a school or college
  • Having undertaken work experience or a work placement experience
  • Completed the Duke of Edinburgh Award or a similar award
  • Achieved GCSEs or A Levels
  • Achieved QCF Awards, Certificates or Diplomas
  • Undertaken a Young Apprenticeship
  • Achieved a Foundation or Higher Diploma, in particular related Diplomas in Business, Administration and Finance, Retail and Hospitality


What can An Apprentice do with this apprenticeship?

  • A Level 3 Advanced Apprenticeship in Customer Service
  • 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
  • Advanced Diplomas in a range of related sectors, including Business, Administration and Finance, Public Services, Hospitality and Retail
  • Further education to undertake customer service, business related or other qualifications
  • With additional training you could also progress in your career to roles including customer relationship manager, customer service executive officer, customer service delivery coordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.

What do the jobs at Level 2 involve?

At Level 2 an employee’s role is likely to be one of the following:

  • Customer Service Trainee
  • Customer Service Assistant
  • Customer Service Representative
  • Customer Service Advisor.

This means that the employees job will contain the following aspects:

  • Communicating effectively with customers face to face, in writing, or by telephone
  • Resolving problems and improving customer relations
  • Promoting products and services
  • Keeping records
  • Gathering customer feedback
  • Working in a team
  • Developing complementary technical skills according to the job role.

What will an apprentice learn on this apprenticeship?

Like all apprenticeships this one contains; a knowledge based element, a competence based element, Skills (English and Maths), a module on Employment Rights and Responsibilities and a module on Personal Learning and Thinking Skills (PLTS).

The knowledge based element of this apprenticeship will go through the basics of customer services as the apprentice learns how to help customers in the best way possible.

The competency part of this qualification is about demonstrating skills whilst working in a customer services setting, gaining first-hand experience dealing with customers in the workplace and gathering first hand evidence to meet the standard of this qualification.

The skills part of this qualification will bring English and Maths skills up to the necessary level required to carry out the role.

Finally, the Personal Learning and Thinking Skills (PLTS) part of the course will teach generic skills which will be helpful in day to day life.

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