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Level 2 Apprenticeship in Customer Service


Course Overview

This apprenticeship is ideal for those starting out in a customer service role.  It develops the skills and knowledge required for a successful career in a customer service environment and focuses on a range of skills, including written and verbal communication, dealing with internal/ external customers and understanding/interpreting customer behaviour.

This apprenticeship trains you to provide excellent customer service.  It is delivered in the workplace using real examples from the apprentice’s daily work.  Your apprentice will benefit from excellent coaching from our highly skilled assessors, who will work closely with you to ensure the skills being developed reflect your requirements. 

Course Content

Learners are allocated a personal assessor who provide personal tutorial support and assessment at prearranged times, the qualification is tailored to suit the learner and employer by choosing most relevant optional units, which gives learners opportunity to:

  • Develop and demonstrate technical and wider sector-related knowledge to underpin competence in the learners job role
  • Develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes communication skills, managing time, deal with customer requests and queries.
  • Develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills
  • Have existing skills recognised
  • Achieve a nationally recognised Level 2 qualification


The programme requires a selection of competency and knowledge based units

Mandatory units:

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manager personal performance and development

Optional units:

  • Verbal and written communication
  • Deal with incoming telephones
  • Promote additional products
  • Resolve problems
  • Deliver c/s to challenging customers
  • Gather, analyse and interpret customer feedback

To complete the apprenticeship, the learner must also complete:

  • Functional skills for English, Maths and ICT at Level 1
  • Personal learning and thinking skills (PLTS) Employment rights and responsibilities (ERR)







Entry Requirement

Candidates will complete an initial assessment to establish suitability, designed for those working within the customer service sector, to develop their customer service skills and abilities to deal with business problems and impact on customers.



This programme is delivered through a range of assessment methods including observations, discussions, case studies, knowledge questions and witness testimonies. The functional skills exams are online assessments, delivered in the work place. The principles units, will be taught in the classroom again, there are options for this, meeting employer and learner needs.

Where does this course lead to

Diploma in Business Administration Level 2, Diploma in Team Leading Level 2, Diploma in Business
Administration Level 3 Diploma in Customer Service level 3, Diploma in Management level 3, Job roles such as Office Executive, Office Supervisor and Personal Assistant.

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Course Outline

Course Code: MP06
Study Mode: Apprenticeship
Start Date: 01/08/2017
Duration: 1 Year
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Basingstoke College of Technology I 2018