Customer Service Apprenticeship Level 2

The Customer Service apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is key to the success of any business or organisation. It is one of those useful skills that is found all over the place and covers all the extras that make a customer’s experience better.

As a customer service apprentice, you will probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you will make sure that customers are dealt with in a positive, reliable and pleasant way – whether that is by offering advice, answering questions or handling complaints.

A level 2 apprenticeship is suitable for candidates who have a particular customer service/administrative job roles and are working in a customer service environment.

Customer service Intermediate Apprenticeship (Level 2)

Level 2 NVQ Diploma in Customer Service – This is the Knowledge and competency part of the qualification and essential for you to achieve the full apprenticeship. This part shows that you are competent in performing the skill, trade or occupation your apprenticeship requires. This can be completed within 12 months.
Functional Skills – Providing you with a good level of literacy and numeracy.
Level 1 English, and Level 1 math
Level 2
You will need to complete 28 credits, (8 credits of the mandatory units and 20 from the optional credits from the NVQ units).
Mandatory Units
Communicating using Customer Service language
Following the rules to deliver customer service

Optional Units
Impression & Image
Delivery
Handling problems
Development and Improvement

About The Training Assessment method:
There are various methods available that can be tailored to suit your needs, such as:
Observation
Examination of case history
Product evidence
Witness testimony
Questioning
Professional Discussion
All teaching, learning and assessment for the qualification will take place in the workplace.

Progression routes for Level 2 Intermediate Apprentices could include:
Moving on to a Customer Service Advanced Apprenticeship (Level 3)