Who is the apprenticeship for?

Accelerate Career Growth: Completing a Level 2 customer service apprenticeship can open doors to entry-level positions in a wide range of industries, including retail, hospitality, call centres, and more. It serves as a stepping stone for further career advancement and specialisation within the customer service field.

Industry-Recognised Certification: Upon successful completion of this programme, apprentices will earn a prestigious industry-recognised certification, providing them with a competitive edge in the job market. Employer’s value the skills and expertise gained through this apprenticeship, opening doors to exciting opportunities.

Practical and Real-World Learning: Our programme emphasises practical, real-world learning. Apprentices will practice skills in a classroom environment and be able to apply the teaching within the workplace, collaborating with experienced colleagues who will guide the apprentice through every step of the process.

Tailored Curriculum: Our comprehensive curriculum is crafted to align with the dynamic needs of the business administration field. Throughout the programme, apprentices will explore fundamental topics essential to effective customer service including understanding the customer’s needs, offering products and services, communicating with customers effectively, resolving customer service issues.

Experienced and Knowledgeable Advisors: Throughout the apprenticeship, we will provide access to a network of experienced advisors who will provide guidance, support, and feedback. Learn from industry experts with a wealth of knowledge and experience.

This apprenticeship is made up of a combination of mandatory units and optional units. We will work with you to decide which optional modules are most suited to you and your job role.

Units include:

• Principles of customer service.
• Understand customers.
• Deliver customer service.
• Understand employer organisations.
• Communicate verbally with customers.
• Exceed customer expectations.

and many more.

• Typical duration of 14 months.
• Induction session for apprentices and for their line managers.
• One to One tutor coaching and assessment support sessions
• Supported by self-study online resources.
• 3 Mandatory Units via online multiple-choice tests, 1 hour each under invigilation.
• 4 Essential skills assessment days. (2 Preparation Day and 2 Live Task Day)
• 2 hour long essential skills confirmatory tests.

Where an organisation has a number of apprentices undertaking the Level 2 Customer Service apprenticeship, one to one tutor coaching may be replaced with group workshops.

Essential Skills activities are not applicable to apprentices with exemptions.

• Level 2 BTEC Diploma in Customer Service
• Level 1 Essential Skills Communication
• Level 1 Essential Skills Application of Number

Essential skills may not be applicable where apprentices can show an exemption