Customer Service Level 2 Apprenticeship

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About this course

You will be employed as a Customer Service Apprentice 4 days a week and also attend College on Wednesday mornings for 17 weeks.

At Level 2 you will learn how to communicate appropriately with your customers face to face, in writing or on the telephone. You will learn how to resolve customer problems and complaints and how to build a good working relationship with customers by promoting additional products and/or services.

You will improve your own learning and performance by demonstrating confidence in your role. You will be choose your units with your employer and a designated assessor. There is a range of 39 different topics to suit your job role. You will also complete 5 mandatory units as detailed below - the minimum number of credits you must achieve is 45, including the 19 that are mandatory.

What will I learn?

The mandatory units are:

  • Deliver Customer Service (5 credits)
  • Understand Customers* (2 credits)
  • Principles of Customer Service* (4 credits)
  • Understanding Employer Organisations (4 credits)
  • Manage Personal Performance & Development (4 credits)

*You will take onscreen tests in College for these units

How will I be assessed?

You will be visited at least once a month by an assessor in your workplace and they will also carry out regular reviews with your employer. During the observations, you will be assessed by a variety of methods including professional discussions, written statements from you, which should include print screens, questioning and a witness testimony from your employer or line manager to confirm your competency in the workplace.

You will also need to attend classes to complete your Employment Rights & Responsibilities and Personal Learning & Thinking Skills

What do I need?

  • 5 GCSE passes at grade A - C, or their equivalent, ideally to include Maths and English Language

All applicants will be interviewed and assessed for their suitability for this apprenticeship.

Where can it take me?

  • Halesowen College - an Advanced Customer Service Apprenticeship Level 3
  • Careers - continued employment in a customer service environment

Additional Information

You need to be in employment - College staff may be able to help you but you will probably need to apply for vacancies on the National Apprenticeship Online Vacancy website.

Apprentices are required to complete monthly timesheets, which are handed into College staff. You will also need to submit an up to date CV, to include your apprenticeship details and job description. An organisation chart is also needed.