Customer Service Apprenticeship at level 2 and 3

The Customer Service Intermediate and Advanced Apprenticeships in England respond to the employer need for high levels of    customer service skills within a wide range of organisations.

Customer service skills are transferable across sectors and can be applied to many job roles. The apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service as an occupation, for example intermediate apprentices may be Customer Service Trainees, Assistants and Representatives/Agents, whilst advanced apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders.


Qualification Framework 

  • Level 2 or 3 Diploma in Customer Service
  • Functional Skills Qualification in English and Mathematics

How do I achieve the Apprenticeship qualification?

You’ll need to achieve the qualifications listed in the framework, opposite. The qualification is made up of a number of units, each of which has a credit value. Your assessor/tutor will explain this in detail before we enrol you.

The level 2 qualification.  

Credits can be achieved from transferable skills (English, and Maths) and from the units contained in the Level 2 Apprenticeship in Customer Service.

The Mandatory units are:

  • Deliver customer service
  • Manage personal performance and development
  • Principles of customer service
  • Understand customers
  • Understand employer performance and development
  • Communicate verbally with customers
  • Communicate with customers in writing

The level 3 qualification

The Mandatory units include:

  • Manage personal and professional development
  • Organise and deliver customer service
  • Resolve customers’ problems
  • Principles of business
  • Understand customers and customer retention

 How will I be assessed?

We’ll come to your workplace to see you once every four weeks to assess you by your portfolio of evidence.

What progression routes are there?

A range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service, Management, or a Foundation Degree in Contact Centre Management.

What are the costings and how do I enrol?


To check eligibility, contact us on 01702 353557 or email [email protected] for more details.

Under the Government’s Apprenticeship Reforms of 2017,  employers have to make a contribution to the cost of training . We’ll discuss and agree this before carrying out an Initial Assessment with each individual learner, which could lead to enrolment if this qualification is appropriate.

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If you’re not eligible for government funding or decide the Apprenticeship route isn’t for you, you may be able to apply for  an Advanced Learning Loan for this qualification at level 3 — please ask us for details or click here for more information.

The Skills funding agency is a Co-Financing Organisation with a programme to tackle worklessness and workplace skills issues. To be able to draw down the ESF funds for projects, the skills funding agency needs to be able to fund an equal amount of similar activity from its other budgets – this is known as match funding. Your Apprenticeship may be match funded.