Level 2 Customer Services Apprenticeship

Entry Requirements

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Visit Apprenticeship Vacancies on our website and/or login into your Apprenticeship account at https://www.gov.uk/apply-apprenticeship

What's Involved

The period of learning, development and continuous assessment is managed by the employer, in collaboration with the college. This is an 15-month Apprenticeship which is suitable for candidates delivering high quality customer service for products or services. This can be done face-to-face or digitally.

Three End Point Assessments will take place after month 12 of the programme when apprentices have gathered evidence for a range of knowledge, skills & behaviours, both in college and the workplace.

These are:

Knowledge: Knowing Your Customers, Understanding the Organisation, Meeting Regulations & Legislation, Systems & Resources, Role & Responsibility, Customer Experience, Product & Service Knowledge

Skills: Interpersonal Skills, Communications, Influencing Skills, Personal Organisation, Dealing With Customer Conflict & Challenge.

Behaviour: Developing Self, Being Open To Feedback, Team Working, Equality, Presentation, Right First Time

Apprentices will attend college throughout the curriculum year for one day a week, logging their Off The Job Hours. During college holidays, work will be set and apprentices will hold regular meetings with their assessor.

More information can be found here:


Course Assessment Method

There are three End Point Assessments which take place after month 12: An Apprentice Showcase Portfolio, an Observation (up to 60 minutes) in the workplace and a Professional Discussion (up to 60 minutes). Grades available are Fail, Pass or Distinction.

What's Next

Successful candidates can progress to Level 3 Business Administrator Apprenticeship Standard, Level 3 Human Resources Support Apprenticeship or for those interested in the financial side of business there are a range of Accountancy Apprenticeships Standards.


> Various junior office roles

> Customer Service Trainee

> Customer Service Assistant

> Representative

> Agent roles


> Level 3 Diploma in Business

> Level 3 Business Administration Apprenticeship

> Level 3 Customer Service Specialist

What if I Need Support

Here at the college we have outstanding support. Our support staff are dedicated to providing you with all the help and guidance you may need throughout your college journey.

You might need help and advice on a wide range of issues such as childcare, counselling and additional learning support. For more information on any aspect of student support contact the Course and Information Team, who will direct your call to the appropriate member of the college support team, call: 01325 503030.

Course Information
Qualification Type: Generic code to identify ILR programme aims
Level: Level 2
Awarding Body: NCFE
Academic Year: 21/22
Start Date: August 2021

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