Level 2 Intermediate Apprenticeship in Customer Service

Course duration: Minimum 12 months


This is a knowledge and competency based Apprenticeship demonstrating that the Apprentice has been trained to develop practical skills in Customer Service. These are assessed with on the job observations conducted by one of our Assessors.

The knowledge based element provides a theoretical foundation for practical skills learned at work. Guidance is provided in the workplace during monthly visits and through workshops which have been specifically developed to embed the Learner’s knowledge.

Included in this is developing the Apprentices understanding of employee rights and responsibilities and outlining what to expect during the course of the Apprenticeship as well as the processes.

All Apprentices are required to be qualified in English and Maths and these can be achieved by taking a Level 1 functional skills qualification.

Within these competency and knowledge based elements are included 6 key elements of learning and development that are monitored, evaluated and assessed, including:

  • Creative thinking
  • Independent enquiry
  • Reflective learning
  • Team working
  • Self management
  • Effective participation

This is a 12 month programme aimed at individuals who wish to pursue a career in, or whose job role is dedicated to Customer Service. Occupations or job titles may include Customer Service Provider, Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service Agent. Providing excellent Customer Service training can be applied to many job roles and is designed to support employer and sector skills shortages by attracting new talent into careers that involve Customer Services.

This Level 2 Apprenticeship lays the foundation to progress onto advanced qualifications that take into account previous experience and learning.

Download our brochure (PDF) to read more about this Apprenticeship.

Apply for this Apprenticeship

To apply for an apprenticeship with us simply fill-in the form and we will get back to you or contact us directly.

Tel. 0845 223 5010